Senior SLA & Service Delivery Leader

TD SYNNEX North America; Groveport (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Elective Benefits

Career development programs

Life Empowerment Program

Diversity, Equity & Inclusion

Onboarding program

Community volunteering

Job summary

Shyft Global Services, a TD SYNNEX Company, is seeking a Service Delivery Manager to oversee strategic customer relationships and act as the senior escalation point for service issues. You will ensure SLAs are met or exceeded and drive continuous improvement in processes and customer experience.

The role requires strong customer-facing abilities, stakeholder management, and experience in service delivery or program management. Excellent communication skills are essential to success.

Qualifications

• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication.
• Proven ability to manage customer-facing relationships.
• Experience with service-delivery or program management preferred.

Responsibilities

• Act as primary contact and senior escalation point for service delivery issues.
• Build and maintain relationships across the TD SYNNEX operational model.
• Monitor end-to-end processes to ensure SLA compliance and identify improvement opportunities.
• Lead communication with customers and internal stakeholders about changes.
• Own SLA reporting, identify risks, and escalate where needed.
• Facilitate monthly performance reviews and quarterly business sessions.
• Ensure processes are defined, followed, reviewed, and improvements implemented.
• Support data systems to improve data integrity and delivery outcomes.
• Drive service excellence through cross-functional collaboration.

Skills

SLA management

Customer relationship

Stakeholder management

Communication skills

Program management

Independent work

Job description

Shyft Global Services, a TD SYNNEX Company, is seeking a Service Delivery Manager to oversee strategic customer relationships and act as the senior escalation point for service issues. You will ensure SLAs are met or exceeded and drive continuous improvement in processes and customer experience.

The role requires strong customer-facing abilities, stakeholder management, and experience in service delivery or program management. Excellent communication skills are essential to success.