Director, Service Delivery

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 is a global, privately owned company focused on innovating, optimizing and managing the supply chains of leading brands. Offering services in marketing analytics, packaging, supply chain management and logistics, HAVI partners with companies to address challenges big and small across the supply chain, from commodity to customer. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. For more information, please visit HAVI.com

The Director of Service Delivery is accountable for the end-to-end process ownership and delivery of services based on these processes to customers and internal stakeholders. This role ensures service excellence, operational efficiency, contractual compliance, and continuous improvement across all service delivery functions. The Director acts as a strategic leader and e2e process owner translating business objectives into scalable, reliable, and high-performing service operations.

This is a hybrid role based at 345 N Morgan St, Chicago, IL 60607. Candidates must reside in the Chicago metropolitan area. Relocation assistance is not offered at this time.

Requirements

• Service Delivery & Operations
  • 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
• Customer & Stakeholder Management
  • Partners with Account Management and serves as senior engagement partner for key customers and internal stakeholders
  • Ensure high levels of customer satisfaction and retention
  • Lead regular service reviews, performance reporting, and governance forums
  • Partner with Sales, Account Management, Product, IT, and Finance to align service outcomes with business goals
• E2E Process Performance Management & Continuous Improvement
  • 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
• Leadership & People Development
  • 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
• Financial & Commercial Accountability
  • Drive productivity, efficiency, and cost-to-serve improvements
  • Supports commercial discussions, renewals, and new service design
  • Ensure services are delivered profitably and sustainably
• Transformation & Change
  • Lead or support service transformation initiatives
  • Ensure smooth transition of new services from design into stable operations
  • Champion change management and adoption across teams

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

TOTAL REWARDS

Our total rewards philosophy integrates programs for compensation, benefits, recognition, learning and development, corporate culture, corporate citizenship and work-life balance. While individual program components may differ by country, some things remain constant:

• Our commitment to rewarding results
• Opportunities to work with talented and driven individuals at every level of our company who respect each other, treat each other fairly and hold one another accountable for our customers' and our company's success

There's more …

Inclusive employee resource groups

Generous Medical, Dental, Vision And Other Great Benefits

• Paid parental and medical leave programs
• 401(k) with a company match component and profit sharing
• 15 days of paid time off plus company holidays
• Hybrid work model with flexibility
• Tuition reimbursement and student loan repayment assistance

EQUAL OPPORTUNITY EMPLOYER

We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

RECRUITING AGENCIES

HAVI does not accept agency resumes submitted by third-party vendors unless a valid agreement has been signed and the HAVI Talent Acquisition Team has granted authorization for submissions for a specified position. Please do not submit or forward resumes to our site, HAVI employees, or any other company location. HAVI is not responsible for any fees related to unsolicited resumes.