Service Delivery Manager

TD SYNNEX; Groveport (OH); On-site; USD 85,000 - 125,000; Full time

Job summary

TD SYNNEX seeks a Service Delivery Manager to oversee strategic customer relationships and serve as the senior escalation point for service issues. You will drive SLA adherence and continuous improvement across operational processes and customer experience.

You will act as the primary contact for service delivery, coordinating with TD SYNNEX teams to monitor end-to-end processes, manage risks, and lead performance reviews with customers.

Qualifications

• Proven ability to analyze and resolve complex issues promptly and effectively.
• Strong customer-facing and proactive account management skills.
• Excellent communication across all levels (verbal, written, face-to-face).
• Ability to work independently with minimal supervision.
• Highly organized with strong time management and attention to detail.

Responsibilities

• Act as the primary point of contact and senior escalation for customer service delivery issues.
• Build and maintain collaborative relationships across all TD SYNNEX operational areas.
• Monitor end-to-end processes to ensure SLA compliance and identify improvement opportunities.
• Lead communications with customers and internal stakeholders about process or system changes.
• Own SLA management: collect, analyze, and present SLA performance reports.
• Identify risks and escalate service level issues, including resource constraints.
• Facilitate monthly performance reviews and quarterly face-to-face reviews.
• Ensure processes are defined, followed, reviewed, and improved regularly.
• Support internal data systems to maintain data integrity and improve outcomes.
• Drive service excellence through cross-functional collaboration.

Skills

CRM systems

Excel

ITIL Foundation

Stakeholder management

SOP/Process improvement

Tools

SAP

Job description

The Service Delivery Manager is responsible for managing strategic customer relationships on a day-to-day basis and serves as the senior escalation point for service-related issues. This role ensures TD SYNNEX consistently meets or exceeds agreed Service Level Agreements (SLAs) while driving continuous improvement across operational processes and customer experience.

What You'll Do:

• Act as the primary point of contact and senior escalation for customer service delivery issues
• Build and maintain strong, collaborative working relationships across all areas of the TD SYNNEX operational model
• Monitor end-to-end processes between customers and TD SYNNEX to ensure compliance with SLAs and identify opportunities for continuous improvement
• Lead effective communication with customers and internal stakeholders regarding process or system changes
• Own SLA management, including: Collecting, analyzing, and presenting SLA performance reports
• Proactively identifying risks and escalating service level issues, including resource constraints
• Facilitate and lead operational reviews, including monthly performance calls and quarterly face-to-face reviews
• Ensure operational processes are clearly defined, consistently followed by operations teams, regularly reviewed, and improved as needed
• Support internal data systems to maintain data integrity and improve service delivery outcomes
• Drive service excellence through process optimization and cross-functional collaboration

What We're Looking For:

• Proven ability to analyze and resolve complex issues in a timely and effective manner
• Strong customer-facing and proactive account management skills
• Excellent communication skills at all levels (verbal, written, and face-to-face)
• Strong influencing and stakeholder management capabilities
• Service delivery/ program management experience preferred
• Ability to work independently with minimal supervision
• Highly organized with strong time management skills and attention to detail
• Demonstrated relationship-building skills with internal and external partners
• Experience working with CRM systems
• Solid understanding of Sales and Operations processes
• Strong numerical skills and data-driven mindset
• Process-driven, results-oriented, and adaptable to change
• Advanced Excel skills required
• Working knowledge of Microsoft Word and Outlook
• Experience with SAP preferred but not required
• ITIL Foundation certification desirable but not essential

At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What's In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

At Shyft Global Services, a TD SYNNEX Company, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion.

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.