Service Delivery Manager

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

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

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.