Surgical Manager

Job Purpose
Lead the technical delivery of customer-facing support and managed IT services across enterprise-grade infrastructure, ensuring exceptional service quality, customer satisfaction, and compliance with vendor collaboration programmes.
You will manage Level 2+ engineering teams responsible for supporting and maintaining critical IT systems - including firewalls, storage, virtual machines, and cloud platforms - while working closely with our services product team and technology vendors to design, develop, and deploy innovative service offerings.

Key Responsibilities
Customer-Focused Service Delivery

• Deliver exceptional technical support and managed services to external customers.
• Act as a senior escalation point for complex technical issues, ensuring swift and effective resolution.
• Build and maintain strong customer relationships, fostering trust and long-term partnerships.

Team Leadership & Management

• Lead, mentor, and develop Level 2+ technical engineers, promoting a culture of accountability, innovation, and excellence.
• Conduct regular performance reviews and create tailored professional development plans.
• Align team objectives with customer needs and TD SYNNEX's strategic goals.

Enterprise Infrastructure Oversight

• Manage support for enterprise-grade technologies including firewalls, storage systems, virtual machines, and cloud infrastructure.
• Ensure systems are maintained to the highest standards of reliability and security.

Vendor Collaboration & Programme Compliance

• Maintain technical alignment with vendor collaborative programmes.
• Ensure certification standards and performance metrics are met or exceeded.
• Leverage vendor partnerships to enhance service offerings and technical capabilities.

Service Development & Deployment

• Collaborate with the services product team and vendors to design and launch new support and managed services.
• Provide technical input to ensure operational feasibility and customer value.
• Lead the rollout of new services, ensuring engineering teams are trained and delivery standards are met.

Operational Excellence

• Monitor performance against SLAs and KPIs, driving continuous improvement.
• Implement best practices and SOPs to ensure consistent service quality.
• Identify and mitigate operational inefficiencies and risks.

Strategic Contribution

• Work with leadership to shape service strategy and innovation.
• Provide insights and recommendations to enhance customer experience and delivery models.

Essential Knowledge, Skills & Experience

• Proven management experience leading technical teams in IT services or infrastructure support.
• Strong technical background in enterprise IT systems (firewalls, storage, virtualisation, cloud platforms).
• Excellent time management and prioritisation skills.
• Strong communication and interpersonal skills, with the ability to influence at all levels.
• Experience with Power BI and Excel for data analysis and reporting.
• High attention to detail and accuracy.
• Customer-focused mindset with a track record of delivering service excellence.

Preferred

• Knowledge of TD SYNNEX's product and technology portfolio.
• IT industry knowledge - channel, vendors, programmes, and competitive landscape.
• Commercial/product experience in a technology business (distribution or vendor experience advantageous).

Why Join TD SYNNEX?

• Global reach, local impact - work with leading technology brands and customers worldwide.
• Career growth - access to training, certifications, and leadership development programmes.
• Innovative environment - be part of a team shaping the future of IT services.
• Inclusive culture - we value diversity, collaboration, and respect.

About TD SYNNEX
At TD SYNNEX, we're more than a global distributor of technology - we're a trusted partner enabling innovation and growth for our customers and vendors across 100+ countries. With over 23,000 colleagues worldwide, we connect the world's leading IT solutions with the businesses that need them, delivering value through expertise, scale, and a passion for excellence.
We believe in empowering our people, fostering collaboration, and driving continuous improvement. Joining TD SYNNEX means being part of a culture that values innovation, diversity, and career development - where your contribution helps shape the future of technology distribution and services.

Key Skills
At TD SYNNEX, 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 TD SYNNEX, 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!