Service Delivery Manager, APJ

Job Purpose:

The role is a key-person position responsible for managing a team of highly skilled technical service desk engineers and for ensuring that the Company meets and exceeds its contracted service level obligations with all its customers. The function is critical to ensuring our customers remain with TD SYNNEX and provides one of the main value differentiators from our competitors in the market. The TD SYNNEX Managed Cloud budget is in large part achieved through the efforts and services delivered to customers through this team.

Responsibilities:

Manage team of 5 technical engineers including KPI/MBO settings and driving maximum team service response and performance (20%)

• Senior Escalation point for technical problem resolution (10%)

• Oversee Data Centre migration plans and strategy (10%)

• Manage customer satisfaction outcomes to ensure customer loyalty (20%)

• Evaluates and recommends best practice solutions for help desk operations (10%)

• Manages help desk costs (15%)

• Assists BU Director, Sales Manager with AOP and budget attainment (15%)

Knowledge, Skills and Experience:

• 5 to 8 Years of relevant work experience.

• 5 to 8 Years of experience directly managing / supervising employees.

• Associate degree with Engineering Degree/Business.

• Technical with Technical certifications and accreditation

Working Conditions:

Distribution center environment may include:

Exposure to extreme temperatures; high noise levels; high places; wet and/or humid conditions; and outside weather conditions

• Classroom environment.

• Clean room environment requiring ESD protection.

• Occasional non-standard work hours or overtime as business requires.

• On-call availability required as necessary. • Professional, office environment. • Some travel required.

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 Tech Data, 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!