- Manage customer expectations and serve as the customer escalation point
- Identify opportunities for continuous improvement post-implementation
- Oversee the relationship with assigned customers, ensuring customer satisfaction and program profitability
- Accountability for customer relationships and profitability for major customers and global accounts at Shyft
- Interact closely with customers on a daily basis for program implementation and management
- Ensure compliance with contracts, service agreements, and statements of work
- Track and achieve customer program profitability goals
- Monitor adherence to contracted SLAs
- Supervise a team of two members
- Over 10 years of relevant experience with a deep understanding of customer agreements and program requirements
- Able to identify root causes and lead issue resolution independently
- Manage program documentation, reporting, and service level tracking
- Collaborate with clients and internal teams to drive continuous improvement
- Ensure financial management and compliance with governance and regulatory requirements
- Handle scope changes and change control processes
- Excellent communication skills for presentations and group interactions
- Strong problem-solving and decision-making abilities
- Demonstrate leadership, adaptability, and organizational skills
- Elective Benefits: Tailored programs to suit your lifestyle
- Career Growth: Accelerate your success with leadership and professional development programs
- Personal Well-Being: Enhance your financial, physical, and mental well-being through various programs
- Diversity, Equity & Inclusion: Embrace global diversity and growth opportunities
- Global Networking: Connect with new colleagues through onboarding programs
- Community Engagement: Participate in internal communities, volunteering, and social initiatives
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Senior Service Delivery Manager - Virginia, United States - TD SYNNEX
Description
About the Senior Service Delivery Manager Role at Shyft
If you love juggling different responsibilities, the role of Senior Service Delivery Manager could be perfect for you. In this position, you wear multiple hats as a leader, change agent, strategic consultant, program manager, subject matter expert, and customer advocate. Your main task involves executing client programs and opportunities that have been awarded. Working closely with sales and the global project management office (GPMO), you will lead the knowledge transfer process for program requirements, financial models, and goals as outlined in contracts, master service agreements, and statements of work. Collaborating with the customer, you will define processes, implement program frameworks, utilize planning tools, forecasting methods, and coordinate internal departments to ensure successful program execution. Additionally, you will be responsible for communicating program status, highlighting issues, and supporting various departments.
Key Responsibilities
Requirements
Work Environment
Expect occasional non-standard work hours or overtime as needed
Availability on-call when necessary
Primarily a professional office environment
Option for remote/work-from-home
Frequent travel may be required (25-50%)
Perks
