Senior Director – Delivery Management

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee extensive, multi-regional Digital Workplace and Service Desk operations.

• Ensure high service quality, achievement of service level agreements (SLAs), operational excellence, and customer satisfaction.

• Drive governance of delivery, management of service performance, and operational discipline across teams located in different geographical areas.

• Develop scalable delivery models that support business growth, reliability, and efficiency.

• Act as a senior escalation point for critical operational and customer-related issues.

• Cultivate trusted relationships with customer executives and key stakeholders at both regional and global levels.

• Facilitate executive business reviews, governance meetings, and strategic planning discussions.

• Analyze service performance, trends, and operational challenges with client stakeholders.

• Propose enhancements to improve delivery and customer experience.

• Align service strategies with business goals and operational priorities.

• Serve as an executive subject matter expert on restaurant operations in a service delivery context.

• Connect restaurant operations teams with IT support organizations.

• Enhance front-of-house support, POS assistance, incident management, service request fulfillment, and operational communications.

• Lead transformation projects involving AI, automation, analytics, standardization, and operational modernization.

• Optimize processes related to call triage, prioritization, escalation management, resolution speed, workforce productivity, and knowledge management.

• Create performance frameworks to ensure accountability, customer outcomes, and continuous improvement.

• Manage delivery financial performance, including accountability for P&L, margin optimization, cost-to-serve management, and productivity enhancements.

• Ensure that contractual commitments, service obligations, and financial targets are met.

• Identify opportunities for profitability through automation, process optimization, and operational efficiencies.

• Support account growth by fostering client relationships and ensuring delivery excellence.

• Lead, mentor, and develop global delivery teams.

• Promote a collaborative, inclusive, and results-oriented culture while enhancing employee engagement and retention.

• Drive accountability and performance management throughout the delivery organization.

⛳️ Requirements

• Bachelor’s degree in Business, Information Technology, Engineering, or a related field.

• Over 12 years of progressive leadership experience in Digital Workplace Services, IT Service Management, Managed Services, Restaurant Technology Operations, or Service Desk Operations.

• At least 5 years of experience in leading large-scale global delivery organizations.

• Strong understanding of restaurant operations, including Point-of-sale (POS) systems, order flow management, front-of-house operations, peak-volume customer environments, and time-sensitive operational support.

• Proven track record of managing executive-level client relationships in complex service delivery settings.

• Demonstrated expertise in leading operational transformations, service optimizations, and continuous improvement initiatives.

• Strong financial management skills, including P&L ownership, margin management, and commercial accountability.

• Exceptional communication, presentation, and stakeholder management abilities.

• Applicants must be eligible for any required U.S. Government authorizations to access export-controlled commodities and technology.

• Preferred: Experience in supporting Quick Service Restaurant (QSR), fast casual, or hospitality sectors.

• Preferred: Experience working with enterprise-scale global clients and multinational delivery teams.

• Preferred: Solid background in Digital Workplace Services, End-User Computing, Workplace Support, or Field Services.

• Preferred: Familiarity with AI-enabled service delivery, automation platforms, and service analytics.

• Preferred: ITIL v4 certification or equivalent expertise in service management.

• Preferred: Experience in leading enterprise service desk transformation and operational modernization initiatives.

• MBA or an advanced business degree is preferred.

🏝️ Benefits

• Commitment to equal opportunity employment.

• Assistance with reasonable accommodations for U.S. job seekers.