Director, Service Delivery

HAVI•Chicago, IL

3d•$140,000 - $160,000•Hybrid

About The Position

HAVI is a global, privately owned company focused on innovating, optimizing and managing the supply chains of leading companies. 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. 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

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

Nice To Haves

IT Service Management (ITIL-based environments)
Managed services, shared services, or global service operations
Digital service platforms or automation technologies
Multi-region or global service delivery responsibility

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
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
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