Service Delivery Manager

Job not on LinkedIn

🕒 May 17

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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TD SYNNEX

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1980

🏢 Enterprise

☁️ SaaS

📡 Telecommunications

Enterprise • SaaS • Telecommunications

TD SYNNEX is a global IT distributor and service provider offering a wide range of technology solutions, services, and products to enable business transformation. They provide advanced solutions in data centers, cloud computing, IoT, networking, security, and more, serving enterprise and client markets. Their offerings include a unique assortment of over 150,000 products, covering PCs, mobile phones, consumer electronics, and other innovative devices. TD SYNNEX also specializes in professional audiovisual solutions, design software distribution through their Datech division, and advanced computing components via their Global Computing Components division. The company emphasizes delivering end-to-end solutions with their extensive portfolio and expertise in modern IT infrastructure, analytics, and collaborative technologies.

📋 Description

• 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

🎯 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 • 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.

🏖️ 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.