Service Delivery Manager

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🕒 Maio 17

🏈 Ohio – Remoto

🏈 Ohio – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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TD SYNNEX

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1980

🏢 Corporativo

☁️ SaaS

📡 Telecomunicações

Enterprise • SaaS • Telecommunications

TD SYNNEX é um distribuidor e provedor de serviços de TI global que oferece uma ampla gama de soluções, serviços e produtos de tecnologia para viabilizar a transformação dos negócios. A empresa fornece soluções avançadas em data centers, cloud computing, IoT, networking, segurança e muito mais, atendendo aos mercados enterprise e de clientes finais. Seu portfólio inclui um mix exclusivo com mais de 150. 000 produtos, abrangendo PCs, celulares, eletrônicos de consumo e outros dispositivos inovadores. A TD SYNNEX também é especializada em soluções audiovisuais profissionais, na distribuição de software de design por meio da divisão Datech e em componentes de computação avançada por meio da divisão Global Computing Components. A companhia enfatiza a entrega de soluções end-to-end, alavancada por seu amplo portfólio e expertise em infraestrutura de TI moderna, analytics e tecnologias colaborativas.

Descrição

• 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

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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.