Strategic Service Delivery Lead

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

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.