Sr. Director, Service Desk Leader

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

• 12–22 yrs of experience
• ITIL
• ServiceNow
• MBA