Sr. Director, Service Desk Leader
Unisys · Bangalore, India · 1mo ago
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 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.
Build and develop a high-performing, geographically dispersed team across global delivery centers.
Be the change agent to drive the needed functional and behavioral changes in the team to deliver the next generation of experience to our clients.
Provide delivery excellence and continued innovation to maintain a top quartile cost competitiveness.
Continuous improvement of delivery reliability & cost while meeting service level agreements.
Harness delivery team creativity, ultimately leading to culture change and elevating Unisys offerings as differentiators in the marketplace.
Drive labor costs as percent of revenue.
Establish solution and automation direction based on cost and reliability improvement strategy.
Deliver world class service through innovation.
Plan, design and build an agile organizational model to meet rapidly changing market demands.
Continuous improvement of delivery reliability and cost.
Build and maintain internal and external C-level relationships while operating at all levels and staying connected to the details.
You will be successful in this role if you have:
- 12+ years in IT service management or managed services, with 5+ years in senior delivery leadership.
- Proven success running large-scale, global service desk or digital workplace operations in a complex MSP or enterprise environment.
- Direct P&L ownership and financial acumen in a services delivery context.
- Deep ITSM expertise (ITIL v4 required) and hands-on familiarity with platforms such as ServiceNow and AI-driven automation tooling.
- Track record of institutionalizing operating models and governance disciplines that scale beyond individual expertise.
- Executive presence with experience influencing C-suite clients and cross-functional internal stakeholders.
- Bachelor’s degree required; advanced degree (MBA) and ITIL Expert certification preferred.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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