Service Delivery Manager (High Value)

Introduction

Join us at AIT, where we believe every day presents an opportunity to make a global impact!We’re problem solvers, driven by our curiosity and creativity, in endless pursuit of solutions for our customers. Together, we champion the strength of our global teams. And, as trusted advisors, we go above and beyond, working together in a supportive and collaborative environment to ensure customer satisfaction. Through the company's continued growth, we challenge ourselves to be better, continuously learning and growing in our dynamic environment. Helping others is at the core of our culture, join us in finding fulfillment by giving back to our local communities as the united team that is AIT.  Find out what our people deliver.® means when you come move the world with us!  Hear directly from our teammates at AIT Worldwide Logistics and make us the next stop on your career journey.

Overview

The Service Delivery Manager (High Value) focuses on high-value domestic ground transportation will be responsible for ensuring the adherence to high-value domestic ground transport handling and security protocols in alignment with both customer requirements and/ or AIT's overarching High Value Process documents. This role will monitor station operations for on time delivery (OTD) attainment and ensures system usage produces data transparency for our clients.

Responsibilities

• Service Performance

• Oversee end‑to‑end transportation service delivery to ensure on‑time pickup, transit, and delivery of high‑value cargo.
• Monitor daily operational KPIs, on-time delivery (OTD, dwell time, route compliance, exception rate) and drive continuous improvement initiatives.
• Coordinate with operations, customer service, and logistics control towers to resolve service disruptions quickly and effectively.
• Conduct root‑cause analysis of service failures and implement corrective/preventive actions.
• Lead regular performance reviews with internal teams and external partners to maintain alignment on service goals.
• Ensure adherence to contractual service levels and escalate systemic performance gaps.

• Security

• Maintain strict compliance with company security policies and regulatory requirements for high‑value domestic cargo movement.
• Implement and monitor cargo‑security protocols, including seal integrity, secure parking, driver vetting, and real‑time tracking.Participate in the investigation of security incidents such as theft, tampering, or unauthorized route deviations.
• Work closely with security operations teams to enhance GPS/geofence monitoring and threat‑response procedures.
• Provide training and guidance to vendors and internal staff on security best practices for high‑value freight.
• Ensure chain‑of‑custody requirements are upheld throughout every stage of transit.

• Data

• Ensure accuracy, completeness, and timeliness of transportation data across TMS, telematics, and customer-facing systems.
• Validate that all shipments have correct geolocation data, timestamps, and required documentation.
• Drive data-quality audits and partner with IT/analytics teams to resolve systemic data‑integration issues.
• Monitor EDI/API performance with carriers and partner with IT staff to resolve quickly.
• Use data insights to identify trends, performance risks, and improvement opportunities.

• Vendor Procurement & Performance Management

• Support the evaluation, selection, and of transportation vendors qualified to handle domestic high‑value cargo.
• Lead or contribute to RFP/RFQ processes, ensuring vendors meet operational, security, and compliance criteria.
• Collaborate with procurement to negotiate rates, terms, and service‑level agreements.
• Conduct quarterly business reviews with carriers, covering performance, safety, incident history, and compliance adherence (specific to Cloud client performance)
• Maintain an approved vendor list and ensure all partners have current insurance, certifications, and compliance documents.
• Drive vendor improvement plans when performance or security standards fall below expectations.

• Performs other duties as assigned

• Complies with all policies and standards

• The wage range for this position is $80,260.00-$170,690.00 and may vary based on geography as well as relative knowledge, skills, abilities, and experience

Qualifications

Education

• Bachelor's Degree business administration, logistics, supply chain or a related field (required)
• Master's Degree (preferred)

Experience

• 7+ years experience in service delivery, logistics operations, supply chain, or related fields (required)
• 2+ years work experience with coordinating across customer solutions, air operations, trucking networks (preferred)
• 2+ years work experience in quoting routing, and freight brokerage (preferred)

Knowledge, Skills, and Abilities

• MS Excel, MS PowerPoint Medium
• Cargowise High
• Must have strong communication, problem solving, and customer facing skills. Medium
• Ability to manage complex, time critical operations with multiple stakeholders Medium

What AIT Can Offer You

In addition to your base compensation, you may be eligible for a bonus based on achievement of business and/or individual performance metrics (dependent on position). Benefits offered include Medical, Prescription, Health Savings Account, Flexible Spending Accounts, Dental, Vision, Life, AD&D, Disability, Supplemental Health, Employee Support, Paid Parental Leave, Pet Insurance, 401(k) and Tuition Reimbursement. In addition, teammates may be eligible for up to 10 to 20 days of vacation (depending on tenure), 2 personal days, 1 floating holiday, 5 sick days, 5 volunteer hours, and 6 company holidays (plus Veterans Day for Veterans) annually.

About AIT Worldwide

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail—on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services.

 

AIT Worldwide Logistics is an Equal Opportunity Employer – M/F/Veterans/Disabled. If you are unable to apply due to a disability, contact Human Resources at 630-766-8300 ext 5218.