Service Delivery Manager

TD Synnex • Groveport, OH

17h • Onsite

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• Service delivery/ program management experience preferred
• Experience with SAP preferred but not required
• ITIL Foundation certification desirable but not essential

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees