About this opportunity
HAVI Logistics Business Services GmbH lists this Director, Service Delivery opportunity in chicago, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Category: Supply Chain Management/Operations
City: Chicago
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 visitHAVI.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 & OperationsOwn 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
E2E Process Performance Management & Continuous ImprovementDefine, 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 DevelopmentBuild, 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
Transformation & ChangeLead 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
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
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.
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Worksite address
chicago, IL, 60290, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.