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Director of Service Delivery

Who We Are

Arrive Logistics is a leading transportation and technology company in North America, having surpassed $2 billion in annual revenue with plans to grow significantly year over year. Our success is a testament to our remarkable team and what we’re building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual and collaborative environment. There’s never been a more exciting time to get on board, so read on to learn more and apply today!

Who We Want

The Director of Service Delivery will lead all aspects of the user-facing IT Service Desk and represent all aspects of Enterprise IT as a front-line leader.  This role is equal parts technology and customer service focus; our amazing users deserve the best IT partnership to continue to guide them in leveraging technology for maximum productivity and operational efficiency!  You and your team will be the “face of IT”, and will be constantly looking for ways to streamline our IT solutions, reduce technology issues in the enterprise, and increase partnership and collaboration among all functions in the organization.

What You’ll Do

Strategic Leadership:

  • Develop and implement a comprehensive IT service delivery strategy aligned with the business goals and objectives of the organization.
  • Define and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure service quality and customer satisfaction.
  • Manage the IT service delivery budget, including forecasting, cost optimization, and resource allocation.

Operational Management:

  • Oversee the IT Service Desk and ensure efficient incident management, request fulfillment, and problem resolution.
  • Drive the implementation of ITIL to optimize service delivery processes and continuous improvement around IT project management and deployments.
  • Manage the IT asset lifecycle, including procurement, deployment, maintenance, and retirement of IT assets.

Team Leadership:

  • Lead, mentor, and develop a team of IT service delivery professionals, including manager development.
  • Foster a culture of collaboration, communication, and user engagement within the team, prioritizing a “finish the job” mindset.
  • Promote knowledge sharing and skill development through training and mentorship programs.

Technology & Innovation:

  • Stay current with emerging technologies and trends relevant to the freight and logistics industry and IT services.
  • Evaluate and recommend new technologies or strategies that can improve service delivery, efficiency, and customer experience.
  • Promote automation and self-service solutions to empower end-users and reduce reliance on IT support.
  • Support digital transformation initiatives and collaborate with other business leaders to leverage technology for innovation and growth.

Customer Satisfaction:

  • Build and maintain strong relationships with business stakeholders across to ensure business continuity, alignment, and a growth culture for everyone.
  • Ensure timely and effective communication regarding service performance, incidents, and changes.
  • Proactively address customer concerns and resolve issues in a timely and satisfactory manner.

Qualifications

  • Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
  • 10+ years of experience in IT service delivery, with at least 5 years in a leadership role.
  • Proven experience in managing IT services for a large-scale organization (2,000+ employees).
  • Understanding of the freight and logistics industry, its unique technology needs, and its operational challenges (preferred).
  • Strong knowledge of ITIL best practices and experience in implementing IT service management frameworks.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.
  • Experience with automation and scripting tools

The Perks of Working With Us

  • Take advantage of excellent benefits, including medical, dental, vision, life, and disability coverage.
  • Invest in your future with our matching 401(k) program.
  • Build relationships and find your home at Arrive through our Employee Resource Groups.
  • Enjoy office wide engagement activities, team events, happy hours and more!
  • Leave the suit and tie at home; our dress code is casual.
  • Work in the booming city of Austin, TX – we are in a convenient location close to the airport and downtown.
  • Park your car for free on site!
  • Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
  • Sweat it out with the team at our onsite gym.
  • Maximize your wellness with free counseling sessions through our Employee Assistance Program
  • Get paid to work with your friends through our Referral Program!
  • Get relocation assistance! If you are not local to the area, we offer relocation packages and have a Candidate Engagement Specialist who can answer any questions.

Your Arrive Experience

When we say “award-winning culture,” we mean it. We’ve been recognized as a top workplace by Inc. Fast Company, Fortune, and earned Top Workplaces and Great Place to Work, to name a few. We intend on topping many more of those lists in the years to come, but we’re not in it for the trophies. We’re committed to culture because it keeps us connected to each other and invested in our shared success while having a blast along the way. Our employee-founded resource groups create communities within Arrive’s walls, including Women in Logistics, Emerging Professionals, Prisms, Black Logistics Group, Salute and Unidos. 

Notice:

To ensure a safe and transparent interview process, we want to note that Arrive Logistics adheres to strict recruitment practices. Candidates undergo an interview process, and Arrive Logistics does not provide unsolicited job offers. If you have concerns about receiving a fraudulent offer, please contact talentacquisition@arrivelogistics.com for verification.

Tim Denoyer,
VP and Senior Analyst at ACT Research

As VP and Senior Analyst at ACT Research, Tim analyzes commercial vehicle demand and alternative powertrain development (i.e. electrification), and authors the ACT Freight Forecast, U.S. Rate and Volume Outlook. He previously spent fifteen years in equity research focused primarily on the transportation, machinery, and automotive industries, and co-founded leading equity research firm Wolfe Research.

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Arrive Carrier Requirements

Please have the following info ready to complete registration

  • MC, MX, DOT, or state reg #
  • Tax ID & W9 info
  • Cert of Insurance: $100k cargo, $1M Auto, & $1M commercial general liability coverage
  • Active Common or Contract Authority (365+ days)
  • Safety Rating of at least Satisfactory (or None)

Use of Cookies

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Fraud Prevention

Freight fraud continues to impact our industry. We encourage shippers and carriers to reach out to Arrive immediately if there is ever a shipment in question that may be subject to fraud. Arrive Logistics registered email domain is @arrivelogistics.com. Our 24/7 phone number is 888-861-0650 and our leadership team can also be reached at feedback@arrivelogistics.com

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Scott Sandager,
Chief Administrative Officer 

Scott Sandager is the Chief Administrative Officer at Arrive Logistics. He joined Arrive in 2018, bringing over 14 years of logistics and brokerage experience, with expertise in project and change management, organizational design, talent development and customer satisfaction. Scott previously held many diverse roles of increasing responsibility with AFN, a Chicago-based freight brokerage.

Barry Conlon,
CEO & Founder at Overhaul

Barry Conlon is the CEO and founder of Overhaul, the global leader in active supply chain risk management and intelligence. With a remarkable career spanning over 30 years in supply chain security, he is widely regarded as a trailblazer in modern-day supply chain security standards and best practices.

Matt Pyatt, Chief Executive Officer

Matt Pyatt is the Chief Executive Officer of Arrive Logistics. He co-founded Arrive with President Eric Dunigan in 2014 after building his career at Command Transportation. As CEO, he is responsible for overseeing the company’s financial health, strategic vision and culture, as well as building a scalable leadership team to support Arrive’s growth.

Eric Dunigan,
President & Co-Founder

Eric Dunigan is the President of Arrive Logistics. He began his career at Command Transportation before co-founding Arrive with Matt Pyatt in 2014. As president, he is responsible for driving revenue and growth, as well as leading the Strategic Partnerships team — a veteran group of supply chain experts who work with Arrive’s customers to reimagine their shipping strategy.

Arrive Logistics VP of Market Intelligence David Spencer Headshot

David Spencer,
VP of Market Intelligence

David Spencer is the Vice President of Market Intelligence at Arrive Logistics. David joined Arrive in 2017 after spending six years at AFN focused on business intelligence. His department provides critical market data and expert analysis to internal teams and publishes monthly market updates for shippers and carriers under the Arrive Insights banner.

Andrew Clarke, Board Chair,
Arrive Logistics and Global Critical Logistics

Andrew Clarke is Board Chairman for Global Critical and DCLI, Inc., and a board member for Arrive Logistics and Element Fleet Management Corp. His 20 years of global transportation and logistics experience include time as CFO of C.H. Robinson, CEO of Panther Expedited Services, Inc. and SVP and CFO roles at Forward Air Corporation.

Dean Croke,
Principal Analyst
at DAT Freight and Analytics

Dean Croke is a Market Analyst at DAT Solutions, where he focuses on freight market intelligence and data analytics. His 35 years of experience with data analytics, transportation, supply chain management, mining and insurance risk management include time as co-founder of FleetRisk Advisors and in a number of other high-level roles with FreightWaves, Spireon, Lancer Insurance, Omnitracs Analytics (formerly Qualcomm) and more.

Asanka Jayasuriya,
CTO and Partner at 8VC

Asanka Jayasuriya is the CTO at 8VC. He is an accomplished engineering and product leader with 20+ years of experience in the cloud. He has a strong background in enterprise SaaS, PLG products, infrastructure, and security. Notably, he served as CTO and SVP of Engineering at SailPoint, leading their successful transition to the cloud and successful exit event. He also held senior leadership roles at InVision, Atlassian, and Amazon, driving growth, operational excellence, and innovation. At 8VC, Asanka works with the entrepreneurs and leaders in our portfolio as a virtual CTO supporting their growth.

Chad Eichelberger,
President at Reliance Partners

Chad Eichelberger is the President of Reliance Partners. Since 2015, he’s leveraged his extensive experience in risk management, compliance, best practices and contracts to lead the company’s logistics and truck insurance strategy and operations. Chad was previously the President of Access America Transport, where he led the company from $8M to over $600M in revenue.

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