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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr. Director, Service Desk Leader - **Company:** Unisys - **Location:** Houston, TX, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Build Management, Servicenow - **Published:** July 15, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/87726777/1 ## About the Role * 12+ years in IT service management or managed services, with 5+ years in senior delivery leadership. * Proven success running large-scale, global service desk or digital workplace operations in a complex MSP or enterprise environment. * Direct P&L ownership and financial acumen in a services delivery context. * Deep ITSM expertise (ITIL v4 required) and hands-on familiarity with platforms such as ServiceNow and AI-driven automation tooling. * Track record of institutionalizing operating models and governance disciplines that scale beyond individual expertise. * Executive presence with experience influencing C-suite clients and cross-functional internal stakeholders. * Bachelor's degree required; advanced degree (MBA) and ITIL Expert certification preferred. ## Description * Lead global service desk delivery across a distributed, multilingual, multi-client environment, ensuring consistent SLA, XLA, and contractual performance. * Drive transformation of the service desk from reactive support to an AI-enabled, omnichannel delivery model leveraging the Unisys Service Experience Accelerator (SEA). * Own the P&L for the global service desk practice, including cost-to-serve optimization, margin improvement, and revenue contribution. * Serve as the senior escalation point for major client issues and maintain C-suite relationships across a global portfolio. * Define capability standards, governance frameworks, and continual improvement programs that industrialize delivery at scale. * Partner with Sales, Product, and Technology teams to shape service roadmaps, support deal pursuits, and influence proprietary tooling development. * Build and develop a high-performing, geographically dispersed team across global delivery centers. * Be the change agent to drive the needed functional and behavioral changes in the team to deliver the next generation of experience to our clients. * Provide delivery excellence and continued innovation to maintain a top quartile cost competitiveness. * Continuous improvement of delivery reliability & cost while meeting service level agreements. * Harness delivery team creativity, ultimately leading to culture change and elevating Unisys offerings as differentiators in the marketplace. * Drive labor costs as percent of revenue. * Establish solution and automation direction based on cost and reliability improvement strategy. * Deliver world class service through innovation. * Plan, design and build an agile organizational model to meet rapidly changing market demands. * Continuous improvement of delivery reliability and cost. * Build and maintain internal and external C-level relationships while operating at all levels and staying connected to the details. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [Answering the Million Dollar Question: Why did I Break Production?](https://www.wearedevelopers.com/videos/1171-answering-the-million-dollar-question-why-did-i-break-production) - [When AI Runs the Business: The Reality of Enterprise-Wide Automation](https://www.wearedevelopers.com/videos/100124-when-ai-runs-the-business-the-reality-of-enterprise-wide-automation) - [AI is dead, long live AK](https://www.wearedevelopers.com/videos/1093-ai-is-dead-long-live-ak) ## Related Articles - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Should Tech Managers Be Developers First? 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