Service Delivery Manager

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Mitel

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1972

🏥 Santé

🏨 Hôtellerie

💼 Conseil

Healthcare • Hospitality • Consulting

Mitel est un leader mondial dans les communications d'entreprise, fournissant une gamme complète de solutions de communication et de collaboration adaptées aux besoins des entreprises de divers secteurs. Mitel propose des communications unifiées pouvant être déployées sur site, via un cloud privé, un cloud public ou des solutions hybrides. Ils se spécialisent dans les solutions de centre de contact, les systèmes téléphoniques d'entreprise, les outils de collaboration, et les applications d'intégration pour améliorer la productivité et l'expérience client. Les services de Mitel sont conçus pour simplifier les communications d'entreprise, garantissant sécurité, conformité et résilience, notamment dans les solutions critiques et verticales. Leur plateforme assistée par IA, Mitel CX, vise à créer des interactions clients plus rapides et personnalisées. Avec un fort accent sur des secteurs comme la santé, les services financiers, le gouvernement, l'hôtellerie et l'éducation, Mitel soutient des entreprises de toutes tailles avec des solutions de communication flexibles et sécurisées.

Description

• Ensure contractual service levels are met or exceeded, with proactive monitoring and issue management. • Lead regular service reviews, providing performance reporting and driving actions for service improvement. • Act as the primary operational contact for key customer accounts, ensuring consistent service delivery and customer satisfaction. • Collaborate with internal teams and partners to align service delivery with customer expectations and evolving business needs. • Work closely with Account Management to ensure alignment between service delivery and commercial strategy, supporting customer retention, renewals, and growth opportunities. • Drive a positive customer experience by actively gathering, analysing, and acting on customer feedback to improve service quality and strengthen relationships. • Provide regular account management information and service insights to the Head of Service Delivery to support strategic decision-making and continuous improvement initiatives. • Provision of monthly performance reports, detailing Mitel’s performance within the SLA • Work closely with Commercial, Account Management, and Renewals Teams to ensure that renewals are not only secured but also profitable. • Actively monitor and manage contract margins, identifying and implementing cost efficiencies without compromising service quality • Collaborate with commercial and finance teams to ensure billing accuracy and profitability.

🎯 Exigences

• Customer-Centric Mindset – focused on delivering value and positive outcomes for the customer • Customer Relationship Management – ability to build strong, trust-based relationships with customers and act as their advocate within the business. • ITIL Framework Knowledge – foundation level understanding of service management best practices, particularly around Service Management and General Management Practices. • Commercial Awareness - Understanding the financial aspects of contract management, including cost management, budget forecasting, and profitability analysis. • Communicate effectively with customers, internal teams, and stakeholders through clear reporting, service reviews, and proactive dialogue. • Growth Mindset - Demonstrate a growth mindset by embracing feedback, seeking continuous improvement, and proactively developing new skills to adapt to evolving customer and business needs. • Full UK driving License • May require work out-of-hours when required.

🏖️ Avantages

• Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.