Sr. Director, Service Desk Leader
BengaluruFull-time12–22 yrsPosted over a month ago
Leadership IT support role at Unisys India (Private) LTD-UGS Bangalore in Bengaluru. Needs 12+ years and an MBA.
About the role
Lead global service desk delivery across a distributed, multilingual, multi-client environment, 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).
What you'll do
- Lead global service desk delivery across a distributed, multilingual, multi-client environment, ensuring consistent SLA, XLA, and contractual performance
- 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
What you need
- ITIL
- ServiceNow