Service Delivery Manager

Hours: 8:00amET - 5:00pmET - Onsite - Groveport, OHJob Purpose: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 issuesBuild and maintain strong, collaborative working relationships across all areas of the TD SYNNEX operational modelMonitor end-to-end processes between customers and TD SYNNEX to ensure compliance with SLAs and identify opportunities for continuous improvementLead effective communication with customers and internal stakeholders regarding process or system changesOwn SLA management, including:Collecting, analyzing, and presenting SLA performance reportsProactively identifying risks and escalating service level issues, including resource constraintsFacilitate and lead operational reviews, including monthly performance calls and quarterly face-to-face reviewsEnsure operational processes are clearly defined, consistently followed by operations teams, regularly reviewed, and improved as neededSupport internal data systems to maintain data integrity and improve service delivery outcomesDrive service excellence through process optimization and cross-functional collaborationWhat We're Looking For:Proven ability to analyze and resolve complex issues in a timely and effective mannerStrong customer-facing and proactive account management skillsExcellent communication skills at all levels (verbal, written, and face-to-face)Strong influencing and stakeholder management capabilitiesService delivery/ program management experience preferredAbility to work independently with minimal supervisionHighly organized with strong time management skills and attention to detailDemonstrated relationship-building skills with internal and external partnersExperience working with CRM systemsSolid understanding of Sales and Operations processesStrong numerical skills and data-driven mindsetProcess-driven, results-oriented, and adaptable to changeAdvanced Excel skills requiredWorking knowledge of Microsoft Word and OutlookExperience with SAP preferred but not requiredITIL Foundation certification desirable but not essentialAt 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.Don't meet every single requirement? Apply anyway.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. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!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.