What success looks like in this role:
Unisys is a global technology solutions company recognized as a Gartner® Magic Quadrant Leader for Outsourced Digital Workplace Services and ranked #1 in Global Service Desk Support. The Sr. Director, Service Desk Leader owns the global delivery, strategy, and P&L; of our Next-Generation Service Desk capability — transforming IT support into an AI-powered, experience-first model that drives measurable outcomes for enterprise clients worldwide.
- Lead global service desk delivery across a distributed, multilingual, multi-client setting, 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 sol