Service Delivery Manager

TD SYNNEX

Service Delivery Manager responsible for strategic customer relationships and service delivery excellence at TD SYNNEX. Focused on compliance with SLAs and continuous improvement in operational processes.

Posted 5/17/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SLA managementdata analysisprocess optimizationadvanced ExcelCRM systemsSales and Operations processesnumerical skillsdata integrity

Soft Skills

customer-facing skillsaccount managementcommunication skillsinfluencing skillsstakeholder managementrelationship-buildingorganizational skillstime managementattention to detailadaptability

Certifications

ITIL Foundation