Pactiv Evergreen Inc.

Director - IT Service Delivery

Job Locations US-IL-Lake Forest
Information Technology
Position Type
Full Time
Pay Type


Pactiv Evergreen Inc. (NASDAQ: PTVE) is a leading manufacturer and distributor of fresh foodservice and food merchandising products and fresh beverage cartons in North America and certain international markets. It supplies its products to a broad and diversified mix of companies, including full service restaurants and quick service restaurants, foodservice distributors, supermarkets, grocery and healthy eating retailers, other food stores, food and beverage producers, food packers and food processors. To learn more about the company, please go to the company website at


Pactiv Evergreen is committed to a diverse and inclusive workforce.  Pactiv Evergreen is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, sex (including pregnancy), sexual orientation, religion, creed, age national origin, physical or mental disability, genetic information, gender identity and/or expression, marital status, veteran status or other characteristics or statuses protected by law.  For individuals with disabilities who would like to request an accommodation, please call (847) 482-4320 or email


 All information will be kept confidential according to EEO guidelines and applicable laws.




There is a major reliance on digital technology to support business operations and management. This technology, more so in recent years, and certainly in the future, is becoming increasingly critical throughout all facets of business operations. The digital advance is welcomed, both as an enabler of improved operations and processes, but also deemed necessary as a competitive measure.

The role of Director - IT Service Delivery owns management, development, and leadership for all facets of the end-user IT experience, with a focus on ITIL and ITSM processes and tools. This role is the primary owner and strategic subject matter expert for our key ITSM systems of record such as ServiceNow. A primary responsibility will be to ensure excellent customer service and timely service delivery by optimizing processes and reporting metrics. This position drives continuous improvement and manages Incident, Problem, Change, and other ITIL-based IT Service Management (ITSM) processes. This role is a leader of a hybrid team of IT professionals, consultants, and managed service partners to ensure the smooth and efficient functioning of our IT portfolio.


The ideal candidate will be a strategic leader capable of managing diverse teams and driving the continuous improvement of our IT support services.


This role will be based out of our corporate facility in Lake Forest, IL and will observe all enterprise remote/hybrid work policies which apply to employees of this facility.


Key Responsibilities:

  • Develop and manage the annual IT Support Services budget and operations budget, ensuring cost-effectiveness and resource optimization. Manage all costs required to deliver services in scope, including licenses, staffing, and service providers.
  • Develop and implement strategic plans for the IT Support Services department that align with company goals.
  • Lead and mentor the IT support team, fostering a culture of continuous improvement and excellence with optimal allocation of resources.
  • Provide strong leadership and direction to the IT services and operations team, including hiring, training, mentoring, and performance management ensuring the highest levels of service to the business.
  • Leverage ITIL best practices and ServiceNow expertise to optimize and enhance the delivery of IT services, including service catalog, service request, knowledge management, incident management, problem management, and change management.
  • Ensure high levels of performance in these processes, accurate reporting, and establishment of service improvement activities.
  • Champion ITIL and ITSM processes and tools throughout the enterprise.
  • Oversee the management of overall IT service, with a particular focus on the operation of the outsourced level one (L1) support organization, ensuring that support requests are resolved quickly and effectively, with a high degree of customer satisfaction.
  • Implement metrics and service level agreements (SLAs) to measure performance and drive continuous improvement.
  • Drive the ongoing improvement of IT support services, utilizing feedback, data analysis, and portfolio tools (such as ServiceNow).
  • Identify and mitigate IT-related risks, proactively addressing issues to minimize disruption to business operations.
  • Implement, operate, and maintain robust security measures to protect the company's processes, data, tools, and systems, ensuring compliance with industry standards and regulations.
  • Building and maintain strong relationships with vendors and stakeholders (internal and external).
  • Ensure alignment between IT support services and organizational needs.
  • Lead, coach, and develop a team of IT professionals. Foster a collaborative, accountable, and inclusive environment.
  • Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Lead a hybrid team of IT professionals, consultants, and managed service partners to ensure the smooth and efficient functioning of the IT portfolio.



  • Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. Master’s degree preferred.
  • Minimum of 10+ years of experience in IT support services, with at least 5 years in a leadership role.
  • Proven experience with ITIL framework, with current ITIL certification a requirement.
  • Extensive experience with ServiceNow, including implementation, configuration, and administration.
  • Proven experience in quality frameworks such as Lean IT, Six Sigma, ISO 9000, etc.
  • Demonstrated ability to lead and develop high-performing teams.
  • Strong strategic planning and execution skills with a proven track record of improving service delivery.
  • Excellent leadership, organizational, communication, and interpersonal skills.
  • Ability to develop and maintain relationships with all levels of the organization.
  • Strong problem-solving and decision-making capabilities.
  • Proven experience with budget management and resource allocation.
  • Ability to dynamically translate IT terminology into lay-friendly terminology.
  • Strong business acumen, analytical, problem-solving, and critical thinking skills.
  • Exceptional verbal, written, and presentation skills.
  • Extensive experience and skills with the M365 productivity product suite.
  • Quality-minded, strong customer service & solutions orientation.
  • Ability to work independently, exercising sound judgment and initiative.
  • Ability to operate in ambiguous situations and be flexible as the organization changes and grows.
  • Perform well under pressure and stressful situations.
  • Ability to travel 5%.


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