Service Delivery Director - Americas

Service Delivery Director - Americas

Location

North Carolina

City

Greensboro

Role Type

Permanent

WHO WE ARE

ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity.

ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace where inclusion, creativity, and bold thinking drive progress. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table.

We are not afraid to seize opportunities and make things happen – both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success.

What You Will Do

• JOB SUMMARY

Serve as the primary S&S contact and trusted advisor for regional stakeholders, aligning business needs with S&S strategy and services. Build strong partnerships across business, CoEs, D&T, S&S, and IBH teams. Drive service performance, stakeholder engagement, service expansion, process improvement, and value realization. Monitor KPIs and service outcomes, lead issue resolution and escalations, and ensure effective governance, accountability, and continuous improvement.

• WHAT YOU WILL DO

Business Engagement & Relationship Management

• Serve as the primary S&S contact and subject matter expert for regional stakeholders.

• Build strong partnerships and translate business needs into service improvements.

• Lead service reviews and communicate performance, risks, actions, and outcomes.

Service Expansion & Value Creation

• Identify opportunities to expand S&S services through automation, digital solutions, and process improvements.

• Connect stakeholders with relevant capabilities and develop business cases and implementation plans.

• Promote service offerings and track adoption, outcomes, and value realization.

Service Delivery & Performance

• Monitor service performance using KPIs, SLAs, customer feedback, and business impact measures.

• Drive corrective actions, service stabilization, and continuous improvement initiatives.

• Provide insights and recommendations to support leadership decisions.

Escalation & Issue Resolution

• Act as the primary escalation point for significant cross-functional service issues.

• Coordinate triage, communications, risk management, recovery efforts, and resolution tracking.

• Lead root-cause analysis and implement sustainable corrective actions.

Governance & Ways of Working

• Promote standardized engagement, governance, and escalation processes.

• Clarify accountability across stakeholders and support service access and demand management.

• Foster transparency, collaboration, and continuous improvement across S&S, IBH, D&T, and business teams.

Qualifications

• REQUIRED MINIMUM QUALIFICATIONS:

• Experience in service delivery, shared services, business operations, customer success, process management or an equivalent operational role.

• Good understanding of shared-service or IBH operating models, including service requests, issue management, escalation routes and performance reporting.

• Strong stakeholder-management skills, with the ability to build trust across business, S&S, D&T and operational service teams.

• Ability to coordinate service issues across multiple teams, clarify ownership and maintain momentum through to resolution.

• Clear written and verbal communication skills, including the ability to explain service processes, decisions and expectations in simple business language.

• Strong organisation skills, with disciplined management of actions, risks, issues, meeting outputs and follow-ups.

• Continuous-improvement mindset and the ability to identify recurring friction points and support practical corrective actions.

• Good analytical capability, including interpretation of service performance, issue trends, KPIs, SLAs and stakeholder feedback.

• Comfortable working in a regional and matrix environment across markets, factories, functions and global teams.

• Fluent oral and written English is essential; additional regional language capability is beneficial.

• Experience supporting service transition, stabilisation or organisational change would be beneficial.

Work Environment and Physical Demand

What We Offer

• Competitive benefits package that includes medical/dental/vision/life insurance/disability plans

• Dollar for dollar 401k match up to 6% and 5% annual company contribution

• 15 Company-paid holidays

• Generous paid time off

• Employee recognition and discount programs

• Education assistance

• Employee referral bonus program

• Hybrid workplace – remote / in office

• Summer hours

• Casual dress policy Monday through Friday

Annual Base Salary Range: $160563.00 - $214084.00

Final compensation will be determined based on experience, qualifications, and internal equity. This role may also be eligible for annual bonus or incentive compensation.

Applicant Information

This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.

Everyone Belongs

ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us at [email protected] .

SHARE THIS JOB

The posting for the position for which you are applying highlights key aspects of the position only. It is not a complete description of the position.

All candidates must consent to an independent investigation of their background, references, past employment, education, criminal record, and drug screening. Results of such background checks will be reviewed on a case-by-case basis, giving consideration to the nature of the information reported and its relevance to the specific job being sought before a decision is made using this information.

ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us [email protected] (Talen%74Acquisition%40%69t%67b%72ands.%63om) .

We collect personal information from you in connection with your application for employment with ITG Brands or ITG Cigars. For more information, please see ourPrivacy Policy (https://www.itgbrands.com/privacy-policy/) . If you are a job applicant from California, additional information can be found on ourCalifornia Applicant Privacy Notice (https://www.itgbrands.com/ca-applicant-privacy-notice/) . If you have questions, contact us [email protected] (priv%61%63y@i%74gb%72ands.co%6D) .