Job Description
What success looks like in this role:
Unisys is a global technology solutions company recognized as a Gartner® Magic Quadrant Leader for Outsourced Digital Workplace Services and ranked #1 in Global Service Desk Support. The Sr. Director, Service Desk Leader owns the global delivery, strategy, and P&L of our Next-Generation Service Desk capability — transforming IT support into an AI-powered, experience-first model that drives measurable outcomes for enterprise clients worldwide.
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).
Own the P&L for the global service desk practice, including cost-to-serve optimization, margin improvement, and revenue contribu...