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 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, Service Delivery leads the design, development, implementation, and performance of Supply Chain Planning and Analytics services across customer sectors, including healthcare. The role translates customer needs into scalable solutions that deliver business outcomes, operational excellence, and long-term value.

The Director leads teams across consulting, solution design, implementation, process management, service operations, and analytics, overseeing the customer lifecycle from strategy and deployment to sustained performance and improvement.

As a senior leader, the Director drives customer success through stakeholder engagement, executive relationships, and high-performing services, partnering with internal teams to improve processes, planning performance, and data-driven decision-making.

The Director also leads transformation, change, and capability development, ensuring teams, skills, and operating models support growth, evolving customer needs, and consistent delivery of world-class services.

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:

• Key Scope of Accountability

• Supply Chain Planning and Analytics service design, implementation, and delivery

• Consulting, solution design, implementation, and deployment services

• Service operations, process management, and performance governance

• SLA management and customer service excellence

• Continuous improvement and operational optimization

• Customer, stakeholder, and executive relationship management

• Team leadership, coaching, and capability development

• Transformation, change management, and service innovation

• Expansion and support of services across existing and emerging sectors, including healthcare

• Delivery of measurable customer outcomes, business value, and operational performance improvements

• Service Delivery Strategy & Leadership

• Define and execute the service delivery strategy to drive growth, operational excellence, and customer outcomes across all sectors.

• Establish scalable operating models, governance, and delivery standards.

• Align service delivery capabilities with business strategy, commercial goals, and customer needs.

• Act as senior escalation point for critical customer and service issues.

• Consulting, Solution Design & Service Development

• Lead cross-functional teams in consulting, solution design, and service development.

• Translate customer needs into scalable services that deliver measurable value.

• Ensure strong collaboration across sales, product, operations, technology, and customer teams.

• Implementation & Transition Management

• Oversee implementation, onboarding, and transition of new customers, services, and initiatives.

• Ensure delivery on time, in scope, and aligned to agreed outcomes.

• Establish clear implementation methods, governance, and risk controls.

• Ensure smooth handover into steady-state service operations.

• Operational Performance & Process Excellence

• Lead end-to-end service operations across customer engagements.

• Drive operational excellence through standardization, automation, and continuous improvement.

• Monitor performance, risks, and delivery effectiveness through KPIs and dashboards.

• Ensure resilience and effective management of disruptions, escalations, and recovery.

• Service Level & Performance Management

• Own service governance, SLAs, and customer performance commitments.

• Ensure delivery meets contractual and customer expectations.

• Lead service reviews and address performance gaps.

• Continuous Improvement & Transformation

• Drive continuous improvement, innovation, and operational excellence.

• Improve customer outcomes, efficiency, cost, and service quality.

• Lead digital, automation, and capability transformation.

• Customer & Stakeholder Management

• Build trusted relationships with customers, partners, and stakeholders.

• Advise customers on value realization and business outcomes.

• Partner across teams to deliver integrated, customer-centric solutions.

• Team Leadership & Talent Development

• Lead and develop multidisciplinary service delivery teams.

• Foster accountability, collaboration, inclusion, innovation, and learning.

• Healthcare & Emerging Sector Leadership

• Drive service delivery and growth in healthcare and emerging sectors.

• Tailor service models to sector-specific operational, regulatory, and stakeholder needs.

• Use industry insight to strengthen outcomes and market differentiation.

• Financial & Business Performance

• Improve operational leverage while protecting quality and customer satisfaction.

• Support retention, expansion, scalable capability development, and long-term growth.

Qualifications:

• Bachelor's degree in Supply Chain Management, Business, Operations Management, Engineering, Analytics, Computer Science, or related field
• Master's degree preferred (MBA, Supply Chain, Operations, Analytics, or related discipline)
• 10+ years of progressive leadership experience in supply chain planning, analytics, consulting, managed services, or service delivery
• Proven experience leading cross-functional teams and customer-facing organizations
• Experience managing large-scale implementations and ongoing managed services engagements
• Cross-industry experience, including healthcare and care provider environments, with an understanding of sector-specific operational, regulatory, and service requirements is a must.
• Certifications such as APICS/ASCM (CPIM, CSCP), Lean Six Sigma, PMP, Prosci, ITIL, or equivalent are advantageous
• 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.

Are you a good match for this Job?

Please submit an online application with your salary expectations and an indication of your earliest starting date.

Nearest Major Market: Chicago