Director, Service Delivery

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 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.

This is a hybrid role based at 345 N Morgan St, Chicago, IL 60607. Candidates must reside in the Chicago metropolitan area.

About the Role

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 end-to-end process owner translating business objectives into scalable, reliable, and high-performing service operations.

Responsibilities

• 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
  • Partner with Account Management and serve 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
• End-to-End 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 process and 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
  • Support 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)

Pay

Starting salary is $140,000–$160,000 with a 20% targeted bonus.

Benefits

• Inclusive employee resource groups
• Generous medical, dental, vision, and other 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