Vice President of Service Delivery

Careers at Redwood Logistics

Vice President of Service Delivery

Reports To:

Executive Vice President of Managed Services

Location:

Chicago, IL or Remote (within the U.S.)

Environment:
Hybrid/Remote

Status:
Exempt, Salaried

Who We Are:

Recognized by Gartner in their Modern 4PL Market Guide, Redwood Logistics is at the forefront of industry innovation. Our cutting-edge supply chain technology pairs with the expertise of our brilliant minds to empower logistics execution across North America and Mexico.

Leveraging a comprehensive range of services, data-centric network solutions, and a seamlessly integrated platform, we have established our prominence as a key player in the mid-market segment within the freight tech industry.

Whether you’re just starting your career or are an established professional looking for your next opportunity, Redwood inspires innovation across teams to provide transformative solutions for our customers.

Purpose of Your Work:

As a Vice President of Service Delivery working within Managed Services (one of our entities),you will be responsible for the performance, scalability, and evolution of Redwood's Managed Services delivery organization. This role unifies account management, client success, and client logistics around one operating model: delivering reliable execution, measurable customer value, and profitable long-term partnerships. You will shape the service strategy, lead through senior leaders, strengthen enterprise customer relationships, and ensure Redwood's delivery capabilities support growth, retention, innovation, and operational excellence.

How You Make a Difference Everyday:

• Set and execute the enterprise service delivery strategy, operating model, and multi-year roadmap for Redwood Managed Services.
• Lead and develop the Service Delivery leadership team, build organizational capability, and establish succession plans for critical roles.
• Own the customer experience across the lifecycle, from implementation and transition through steady-state operations, renewal, expansion, and strategic transformation.
• Maintain executive-level relationships with strategic customers and serve as the senior sponsor for governance, business reviews, value realization, and critical escalations.
• Establish clear accountability for customer health, retention, contractual SLAs, operational KPIs, savings commitments, service recovery, and customer profitability.
• Partner with the EVP, Managed Services and Commercial leadership to support revenue growth, expansion strategy, pricing, renewals, and the business case for investment.
• Own the financial performance of service delivery, including margin, cost to serve, capacity, productivity, staffing models, and resource allocation.
• Use operational, customer, and financial data to create executive-ready insight, identify leading indicators of risk, and prioritize actions that improve ROI.
• Champion a proactive service model that uses health signals, standardized governance, automation, and root-cause prevention to reduce failure demand and improve reliability.
• Partner with Product and Technology to prioritize TMS, analytics, workflow, and automation capabilities that make service delivery more visible, scalable, and differentiated.
• Lead enterprise continuous improvement across processes, operating rhythms, and customer-facing standards while preserving the flexibility required by complex networks.
• Represent the voice of the customer internally and ensure customer insight informs product strategy, commercial decisions, carrier partnerships, and operational priorities.
• Ensure operational readiness for new business, implementations, transitions, network changes, and major customer initiatives.
• Build a culture of accountability, transparency, customer ownership, collaboration, and continuous learning across the Managed Services organization.

You’ve Got This?

• Bachelor's degree in business, supply chain, operations management, or a related field; MBA preferred.
• 15 or more years of experience in transportation, logistics, managed transportation, 3PL, or 4PL services, including significant executive leadership of client-facing and operational organizations.
• Demonstrated success leading large, complex, multi-site or multi-modal transportation programs and enterprise customer portfolios.
• Executive presence with the ability to influence C-suite customers, board-level stakeholders, commercial leaders, and cross-functional partners.
• Strong commercial and financial acumen, including experience with P&L or…