Senior Service Delivery Manager

🕒 5 days ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Mitel

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

🏥 Healthcare

🏨 Hospitality

💼 Consulting

Healthcare • Hospitality • Consulting

Mitel is a global leader in business communications, providing a comprehensive range of communication and collaboration solutions tailored to the needs of businesses across various industries. Mitel offers unified communications that can be deployed on-premise, via private cloud, public cloud, or hybrid solutions. They specialize in contact center solutions, business phone systems, collaboration tools, and integrational apps to enhance productivity and customer experience. Mitel's services are designed to simplify business communications, ensuring security, compliance, and resiliency, particularly in mission-critical and vertical solutions. Their AI-assisted platform, Mitel CX, aims to create faster and more personalized customer interactions. With a strong focus on industries like healthcare, financial services, government, hospitality, and education, Mitel supports enterprises of all sizes with flexible and secure communications solutions.

📋 Description

• Develop effective engagement with customer leadership (C-Suite, SVP, VP, Director) and partner stakeholders to establish clear business outcomes and service expectations. • Orchestrate end-to-end service delivery across multiple customers, coordinating internal stakeholders and delivery functions. • Monitor account and portfolio cost drivers to align cost and operating margin with budget, forecast, and contractual expectations. • Ensure services comply with contract requirements, policies, standards, SLAs, security requirements, and governance processes. • Establish and maintain service management processes and governance supporting contractual obligations and consistent delivery. • Identify and implement improvements to effectiveness, efficiency, quality, customer experience, and operational performance. • Directly lead, manage, and evaluate subordinate technical resources.

🎯 Requirements

• Bachelor's degree in business, information technology, service management, or a related field preferred; equivalent education or experience may be considered. • Minimum 8+years’ experience in Service Delivery, Service Mgmt., Operations in a customer-facing role. • Working knowledge of ITIL/service mgmt. principles, SLAs, KPIs, ITSM, RCA, and continuous improvement. • Demonstrated ability to manage priorities across multiple customers and competing service requirements. • Strong analytical, organizational, communication, and stakeholder management skills. • Experience with ServiceNow or comparable IT service management tools preferred. • Proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and Word. • Ability to work effectively across distributed teams and in a challenging, continuously changing environment. • No sponsorship for US work authorization for any new job applicants.

🏖️ Benefits

• Affordable Medical Insurance • Dental Insurance • Vision Insurance • Life Insurance • Disability Insurance • Matching 401(k) plan • Paid time off (holiday, vacation and sick) • Employee Assistance Program • Reward and Recognition Programs

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