Senior Director - Delivery Management

Unisys • USA Remote, PA

4d

About The Position

The Senior Director, Delivery Management is a senior leadership role responsible for the strategic direction, operational performance, and commercial success of Digital Workplace Solutions delivery services for a large global restaurant enterprise. This position sits at the intersection of restaurant operations, IT service delivery, and client engagement, requiring a leader who understands how restaurants operate in real time and can translate that knowledge into scalable, high-performing support solutions. The successful candidate will lead global service delivery teams, drive operational transformation, and serve as a trusted advisor to executive stakeholders. This leader will be accountable for service quality, customer experience, financial performance, continuous improvement, and the successful delivery of innovative workplace support services across multiple regions.

Requirements

• Bachelor's degree in Business, Information Technology, Engineering, or related discipline.
• 12+ years of progressive leadership experience in one or more of the following: Digital Workplace Services, IT Service Management, Managed Services, Restaurant Technology Operations, Service Desk Operations.
• 5+ years of experience leading large-scale global delivery organizations.
• Strong understanding of restaurant operations, including: Point-of-sale (POS) systems, Order flow management, Front-of-house operations, Peak-volume customer environments, Time-sensitive operational support.
• Demonstrated success managing executive-level client relationships in complex service delivery environments.
• Proven experience leading operational transformation, service optimization, and continuous improvement initiatives.
• Strong financial management capabilities, including P&L ownership, margin management, and commercial accountability.
• Exceptional communication, presentation, and stakeholder management skills.

Nice To Haves

• Experience supporting Quick Service Restaurant (QSR), fast casual, or hospitality environments.
• Experience with enterprise-scale global clients and multinational delivery teams.
• Strong background in Digital Workplace Services, End-User Computing, Workplace Support, or Field Services.
• Knowledge of AI-enabled service delivery, automation platforms, and service analytics.
• ITIL v4 certification or equivalent service management expertise.
• Experience leading enterprise service desk transformation and operational modernization initiatives.
• MBA or advanced business degree preferred.

Responsibilities

• Lead large-scale, multi-region Digital Workplace and Service Desk operations, ensuring consistent service quality, SLA attainment, operational excellence, and customer satisfaction.
• Drive delivery governance, service performance management, and operational discipline across geographically dispersed teams.
• Establish and maintain scalable delivery models that support business growth while improving service reliability and efficiency.
• Serve as the senior escalation point for critical operational and customer issues.
• Build trusted relationships with customer executives and key stakeholders at the regional and global levels.
• Lead executive business reviews, operational governance meetings, and strategic planning discussions.
• Partner directly with client stakeholders to review service performance, trends, and operational challenges, and provide recommendations to improve support delivery and customer experience.
• Align service strategies with business objectives and operational priorities.
• Effectively manage escalations and ensure timely resolution of critical business-impacting issues.
• Act as the executive subject matter expert on restaurant operations within a service delivery environment.
• Bridge the gap between restaurant operations teams and IT support organizations to ensure technology solutions align with real-world operational requirements.
• Drive improvements across front-of-house support operations, point-of-sale (POS) support, incident management, service request fulfillment, and operational communications.
• Ensure support models effectively address peak-volume environments and time-sensitive customer interactions.
• Lead transformation initiatives focused on AI, automation, analytics, standardization, and operational modernization.
• Optimize service desk workflows including call triage and prioritization, escalation management, resolution speed, workforce productivity, and knowledge management.
• Establish metrics and performance frameworks that drive accountability, customer outcomes, and continuous improvement.
• Champion a culture of innovation, operational excellence, and customer-centricity.
• Own delivery financial performance, including P&L accountability, margin optimization, cost-to-serve management, and productivity improvement.
• Ensure contractual commitments, service obligations, and financial targets are achieved.
• Identify opportunities to improve profitability through automation, process optimization, and operational efficiencies.
• Support account growth opportunities through strong client relationships and delivery excellence.
• Lead, mentor, and develop high-performing global delivery teams.
• Foster a collaborative, inclusive, and results-driven culture.
• Build leadership capability within the organization while promoting employee engagement and retention.
• Drive accountability and performance management across all levels of the delivery organization.

Benefits

• The company provides equal employment opportunities and considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
• Assistance and reasonable accommodation may be available for US job seekers unable to review job opportunities or complete their expression of interest.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior