Service Delivery Manager

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 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 What We're Looking For: - 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 What We're Looking For: - 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 At 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