Director, Global Service Delivery & Operations

HAVI

Chicago (IL)

Hybrid

USD 140,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Hybrid work model with flexibility

401(k) with company match and profit分享

Paid parental and medical leave

Job summary

HAVI, based in Chicago, seeks a Director of Service Delivery for a hybrid role at 345 N Morgan St. You will own end-to-end service delivery, ensuring alignment with SLAs, KPIs, and contracts while driving standard processes and improvement across regions.

Lead multi-disciplinary teams, partner with sales, product, IT, and finance to achieve profitable, scalable service outcomes. A background in ITIL, global delivery, and automation will support transformation initiatives and governance forums.

Qualifications

Bachelor's degree in Business, Engineering, Operations, IT, or related field (Master's preferred)
10+ years of experience in service delivery, operations, or service management roles
Proven experience leading large, multi-disciplinary teams
Strong background in SLA-driven service environments
Experience with process improvement and operational excellence frameworks
Demonstrated success managing complex stakeholder and customer relationships
IT Service Management (ITIL-based environments) (preferred)
Managed services, shared services, or global service operations (preferred)
Digital service platforms or automation technologies (preferred)
Multi-region or global service delivery responsibility (preferred)
Starting Salary is $140,000-$160,000 with a 20% targeted bonus

Responsibilities

Own end-to-end service delivery performance across assigned services, regions, or customer segments
Ensure services are delivered in line with SLAs, KPIs, and contractual commitments
Drive consistency, reliability, and scalability of service delivery models
Proactively identify and mitigate service risks and delivery issues
Act as escalation point for critical service incidents and customer issues
Partners with Account Management and serves as senior engagement partner for key customers and internal stakeholders
Define, monitor, and optimize service performance metrics (cost, quality, speed, reliability)
Define and maintain the global end-to-end process vision, strategy, and roadmap.
Design standardized processes, policies, and ways of working.
Ensure alignment between business objectives, operating model, and process design.
Drive process harmonization across regions and business units.
Continuous Improvement & Transformation - lead continuous improvement initiatives.
Sponsor digital transformation and AI-enabled process improvements.
Collaborate in Fusion teams environment to drive and process intelligence enhancements.
Use data and analytics to drive insight-based decision-making
Build, lead, and develop high-performing service delivery teams
Set clear goals, accountability, and development plans for direct reports
Foster a culture of ownership, collaboration, and continuous improvement
Support talent planning, workforce capability development, and succession planning
Drive productivity, efficiency, and cost-to-serve improvements
Supports commercial discussions, renewals, and new service design
Ensure services are delivered profitably and sustainably
Lead or support service transformation initiatives
Ensure smooth transition of new services from design into stable operations
Champion change management and adoption across teams