Service Delivery - Lead

Overview Description Ready for more than just a job? Build a career with purpose. At Lactalis in the USA, we’re committed to providing meaningful opportunities for our people to learn, grow, and thrive—whether you’re just starting your journey with us or looking to take the next step in your career. From day one, we offer the tools and support to help you succeed. As the world leader in dairy, Lactalis is a family-owned company with over 85,000 professionals across the globe. In the US, we offer a family of beloved brands including Galbani, Président, Kraft, Breakstone’s, Cracker Barrel, Black Diamond, Parmalat, and a growing portfolio of yogurt and ethnic brands. We live by our core values—Ambition, Engagement, and Simplicity—and foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone’s background and ideas are valued. From your PASSION to ours Lactalis USA, part of the Lactalis family of companies, is currently hiring a Service Delivery Lead based in Chicago, IL. Responsibilities As a Manager, Service Delivery (Application Service Delivery & Intake), manage end-to-end Run processes, including intake, triage, prioritization, assignment, escalation, and backlog management across SAP (ECC and S/4HANA) and other enterprise applications. Serve as the run-operations control point between the Service Desk, internal L2/L3 application teams, external AMS providers, and business stakeholders to ensure stable operations, predictable change execution, and high customer satisfaction. Report to the Senior Director, Application Support, as part of the Lactalis USA Shared Service organization, supporting US locations, operations, and core applications. Lead and oversee application support services delivered by internal teams and AMS providers, ensuring adherence to SLAs. Monitor and report on service performance (response time, resolution time, backlog trends, incident recurrence, change success rate) and drive ITIL-aligned incident, problem, and change management. Identify and implement process improvements to optimize intake, triage, and run operations for core enterprise systems; define and manage transitions from project delivery into steady-state support; maintain runbooks and escalation paths. Serve as the primary operational interface for SAP AMS and other application support vendors; conduct regular service reviews and manage contractual performance and governance requirements. Partner with local and Corporate technical teams for Global CAB reviews, integration requirements, and infrastructure support; align support priorities with critical enterprise processes. Develop staffing and coverage plans; provide leadership, coaching, and performance management for direct reports; foster a culture of accountability, operational excellence, and customer focus. Qualifications 7+ years supporting in a large-scale, enterprise environment. Food Industry and/or Consumer Packaged Goods experience preferred. Strong experience defining and implementing Application Managed Support (AMS) models. Experience working with Business Unit stakeholders and technical resources to manage a full feedback loop of communications. Experience leading operational governance and service-review cadences. Experience with service delivery applications (e.g., Helix, Jira) is preferred. Hands-on ITIL-aligned incident, problem, and change management experience. Independent, self-motivated, proactive with a bias for action and results; excellent communication skills. "Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities." Salary Description $85,000-$95,000 annually #J-18808-Ljbffr Lactalis U.S. Yogurt