Senior Director - Delivery Management

What success looks like in this 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. The successful candidate will lead global service delivery teams, drive operational transformation, and serve as a trusted advisor to executive stakeholders. This leader will be accountable for service quality, customer experience, financial performance, continuous improvement, and the successful delivery of innovative workplace support services across multiple regions. Key Responsibilities Global Service Delivery Leadership 1. Lead large-scale, multi-region Digital Workplace and Service Desk operations, ensuring consistent service quality, SLA attainment, operational excellence, and customer satisfaction. 2. Drive delivery governance, service performance management, and operational discipline across geographically dispersed teams. 3. Establish and maintain scalable delivery models that support business growth while improving service reliability and efficiency. 4. Serve as the senior escalation point for critical operational and customer issues. Client & Executive Stakeholder Management 1. Build trusted relationships with customer executives and key stakeholders at the regional and global levels. 2. Lead executive business reviews, operational governance meetings, and strategic planning discussions. 3. Partner directly with client stakeholders to: 4. Review service performance, trends, and operational challenges. 5. Provide recommendations to improve support delivery and customer experience. 6. Align service strategies with business objectives and operational priorities. 7. Effectively manage escalations and ensure timely resolution of critical business-impacting issues. Restaurant Operations & Technology Leadership 1. Act as the executive subject matter expert on restaurant operations within a service delivery environment. 2. Bridge the gap between restaurant operations teams and IT support organizations to ensure technology solutions align with real-world operational requirements. 3. Drive improvements across: 4. Front-of-house support operations 5. Point-of-sale (POS) support 6. Incident management 7. Service request fulfillment 8. Operational communications 9. Ensure support models effectively address peak-volume environments and time-sensitive customer interactions. Operational Excellence & Continuous Improvement 1. Lead transformation initiatives focused on AI, automation, analytics, standardization, and operational modernization. 2. Optimize service desk workflows including: 3. Call triage and prioritization 4. Escalation management 5. Resolution speed 6. Workforce productivity 7. Knowledge management 8. Establish metrics and performance frameworks that drive accountability, customer outcomes, and continuous improvement. 9. Champion a culture of innovation, operational excellence, and customer-centricity. Financial & Commercial Leadership 1. Own delivery financial performance, including P&L accountability, margin optimization, cost-to-serve management, and productivity improvement. 2. Ensure contractual commitments, service obligations, and financial targets are achieved. 3. Identify opportunities to improve profitability through automation, process optimization, and operational efficiencies. 4. Support account growth opportunities through strong client relationships and delivery excellence. Team Leadership 1. Lead, mentor, and develop high-performing global deliver teams. 2. Foster a collaborative, inclusive, and results-driven culture. 3. Build leadership capability within the organization while promoting employee engagement and retention. 4. Drive accountability and performance management across all levels of the delivery organization. Leadership Profile The successful candidate will be: 1. A strategic leader with strong operational discipline. 2. Comfortable operating in high-volume, fast-paced environments. 3. A trusted advisor capable of influencing senior executives and driving business outcomes. 4. Financially savvy with a focus on profitable growth and delivery excellence. 5. Customer-centric, analytical, and results-oriented. 6. Experienced in transforming services through automation, AI, and continuous improvement. 7. Equally comfortable engaging in boardroom discussions and operational problem-solving. What Success Looks Like 1. Consistently exceeds service level, customer satisfaction, and operational performance targets. 2. Improves profitability through productivity, automation, and cost optimization. 3. Earns trusted-advisor status with client executives. 4. Creates a scalable, globally consistent delivery model. 5. Drives measurable improvements in customer experience, employee engagement, and operational efficiency. 6. Successfully transforms support operations into a modern, AI-enabled digital workplace service organization. You will be successful in this role if you have: Required Qualifications Bachelor's degree in Business, Information Technology, Engineering, or related discipline. 12+ years of progressive leadership experience in one or more of the following: Digital Workplace Services IT Service Management Managed Services Restaurant Technology Operations Service Desk Operations 5+ years of experience leading large-scale global delivery organizations. Strong understanding of restaurant operations, inclu