Overview
Sr. Director, Service Desk Leader to own global service desk delivery, strategy, and P&L, transforming IT support into an AI-powered, experience-first service desk model.
What you'll do
- Own global delivery, strategy, and P&L for the Next-Generation Service Desk capability.
- Lead global service desk delivery across distributed, multilingual, multi-client environments.
- Ensure consistent SLA, XLA, and contractual performance.
- Drive transformation from reactive support to an AI-enabled, omnichannel delivery model using Unisys SEA.
- Own cost-to-serve optimization, margin improvement, and revenue contribution for the global service desk practice.
- Serve as senior escalation point for major client issues and maintain C-suite relationships.
- Define capability standards, governance frameworks, and continual improvement programs; partner with Sales, Product, and Technology on service roadmaps.
What you'll need
- 12+ years in IT service management or managed services.
- 5+ years in senior delivery leadership.
- Proven experience running large-scale, global service desk or digital workplace operations in complex MSP/enterprise environments.
- Direct P&L ownership and financial acumen in services delivery.
- Deep ITSM expertise with ITIL v4 required.
- Hands-on familiarity with ServiceNow and AI-driven automation tooling.
- Bachelor’s degree required; MBA and ITIL Expert certification preferred.
Read the full description and apply on the company’s own careers page.
