Director, Global Service Delivery & Operations

HAVI; Chicago (IL); Hybrid; USD 140,000 - 160,000; Full time

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

Skills

Leadership

Stakeholder management

ITIL

Global service delivery

Operations

Process improvement

Education

Bachelor's degree

Master's preferred

Tools

ITIL-based environments

Automation technologies

Job description

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.