Sr. Director, Service Desk Leader

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.