Senior Director - Delivery Management

Overview

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.

What you'll do

• 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.
• Review service performance, trends, and operational challenges with client stakeholders; provide recommendations to improve support delivery and customer experience; align service strategies with business objectives; 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.
• 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; build leadership capability and drive accountability and performance management across the delivery organization.

What you'll need

• Bachelor's degree in Business, Information Technology, Engineering, or related discipline.
• 12+ years of progressive leadership experience in one or more of: 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, and 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 have

• 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.

Details

• Location: Remote, PA, United States of America.
• This role may require access to export-controlled commodities and technology; applicant should be eligible for any required U.S. Government authorizations.