Unisys
Senior Director - Delivery Management
Remote, PA, United States of America · Director
Sponsorship not specifiedDetected 8 days ago
ExpressStakeholder ManagementProcess ImprovementPerformance ManagementLeadershipCommunication
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odds of building a lasting career here
40Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- The Senior Director, Delivery Management is a 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. This position sits at the intersection of restaurant operations, IT service delivery, and client engagement,
- requiring a leader who understands how restaurants operate in real time and can translate that knowledge into scalable, high-performing support solutions.
Responsibilities
- 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.
- 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.
- Partner directly with client stakeholders to:
- Provide recommendations to improve support delivery and customer experience.
- Effectively manage escalations and ensure timely resolution of critical business-impacting issues.
- Bridge the gap between restaurant operations teams and IT support organizations to ensure technology solutions align with real-world operational requirements.
- Drive improvements across:
Requirements
- Bachelor's degree in Business, Information Technology, Engineering, or related discipline.
- 12+ years of progressive leadership experience in one or more of the following:
- 5+ years of experience leading large-scale global delivery organizations.
- Strong understanding of restaurant operations, including:
- Proven experience leading operational transformation, service optimization, and continuous improvement initiatives.
- Digital Workplace Services
- IT Service Management
- Managed Services
- Restaurant Technology Operations
- Service Desk Operations
- Point-of-sale (POS) systems
- Order flow management
- Front-of-house operations
- Peak-volume customer environments
- Time-sensitive operational support
Nice to have
- Experience supporting Quick Service Restaurant (QSR), fast casual, or hospitality environments.
- Experience with enterprise-scale global clients and multinational delivery teams.
- 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 preferred.
- This role may require access to export-controlled commodities and technology.
- Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
Visa & Work Authorization
- export control regulations, applicant should be eligible for any required authorizations from the U
This listing is sourced directly from Unisys's careers page and normalized into a canonical job model.