Manager, Service Delivery

HAVI•Chicago, IL

5d•Hybrid

About The Position

The Manager, Service Delivery serves as the primary day-to-day delivery contact for the client’s Global Restaurant Development & Equipment (GRDE) organization. The role coordinates supplier performance reporting, manages digital tool performance, prepares supplier review materials, tracks actions, and surfaces risks and decisions. It works across client stakeholders, external suppliers, and cross-functional teams to provide accurate, timely, and well-documented support while improving supplier adoption, data quality, and self-service of Supplier Relationship Management (SRM) tools. The role preserves GRDE ownership of strategic and supplier-management decisions. Operating as an augmentation of the client’s Global Equipment team, the position partners with GRDE customers and requires part-time onsite presence at the client’s office in Chicago. Responsibilities include supplier onboarding and tool support; administrative execution of supplier performance and business-review cycles; reporting and performance tracking; and coordination of meetings, documentation, workloads, and follow-up.

Requirements

Bachelor’s degree in Business Administration, Supply Chain Management, Operations, Project Management, Analytics, or a related discipline; equivalent relevant experience may be considered.
3–5 years of relevant experience in service delivery, supplier support, supply chain operations, project coordination, business operations, or a client-facing professional services environment.
Demonstrated experience coordinating work across multiple stakeholders, suppliers, and cross-functional teams in a fast-paced environment with changing priorities and moderate ambiguity.
Strong written, verbal, listening, presentation, and facilitation skills, including the ability to communicate clear, concise, accurate, and action-oriented information.
Strong organizational, prioritization, and time-management skills, attention to detail, and ability to manage multiple trackers, deadlines, recurring activities, and follow-up commitments.
Analytical, solutions-oriented approach; ability to validate information, identify gaps, use data to support recommendations, and apply structured problem solving.
Proficiency with Microsoft 365 applications, including Excel, PowerPoint, Word, Outlook, Teams, and SharePoint; intermediate spreadsheet capability is expected.
Customer-focused and collaborative approach, sound judgment, accountability, intellectual curiosity, and ability to build trust across organizational levels.
Ability to work independently within defined role boundaries, seek input as needed, escalate risks and decisions appropriately, and reliably follow through on commitments.
Continuous-improvement orientation, including willingness to challenge inefficient practices, share learnings, support change, and implement approved process or tool enhancements.

Nice To Haves

Experience within the client’s system is strongly preferred.
Experience with Power BI or comparable reporting tools.
Experience onboarding or training users on digital tools, developing process documentation or training materials, and monitoring adoption, data quality, or compliance.
Working knowledge of supplier management, performance/KPI reporting, business-review preparation, lead-time reporting, resiliency, savings tracking, or related supply chain processes.
Project management training or certification.
Experience in food service, retail, equipment, or another multi-supplier environment.

Responsibilities

Build productive relationships with customer stakeholders and external suppliers, communicating clearly across written, verbal, presentation, and facilitation settings.
Onboard suppliers and provide training and ongoing support for GRDE digital tools, systems, and data submissions, including training sessions, office hours, and self-service resources.
Monitor supplier adoption, data quality, compliance, and submission timeliness; identify gaps, coordinate follow-up, track issues through resolution, and escalate blockers or ownership decisions.
Coordinate the administrative execution and communications for annual Supplier Performance Management deployment and related business-review cycles, including data, stakeholder inputs, records, and supporting documentation.
Track action plans, requests, commitments, due dates, risks, blockers, and completion status; coordinate reminders and follow-up and support orderly handoff to GRDE owners.
Prepare and maintain presentations, agendas, pre-reads, trackers, meeting materials, repositories, distribution lists, and follow-up documentation for Supplier Performance Management and Supplier Business Reviews.
Administer KPI, resiliency, lead-time, savings, and related reporting by collecting and consolidating supplier inputs, managing uploads and trackers, validating completeness, and providing status visibility to Category Leads and stakeholders.
Coordinate internal and external meetings, calendars, rooms, logistics, agendas, pre-reads, and leadership scheduling; prepare meeting notes and status updates and maintain action-item and decision tracking.
Provide visibility into workload, open requests, risks, blockers, upcoming peaks, and escalation needs; support prioritization and flex across business cycles and project-based demand as directed.
Support continuous improvement and approved enhancements to processes and tools.