Service Delivery Manager

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Mitel

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

📡 Telecommunications

🏢 Enterprise

☁️ SaaS

Telecommunications • Enterprise • SaaS

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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.