Manager, Professional Services

🕒 June 10

🌵 Arizona, California, +7 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote ⛷️ Utah – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 41%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead, coach, and develop a team of Professional Services engineers and consultants delivering UC, integration, workflow, and CX solutions • Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence • Assess team capabilities and develop a skills roadmap aligned with customer needs, solution strategy, and market demand • Expand capabilities beyond traditional UC implementation into application integration, workflow optimization, automation, APIs, customer experience, and business-outcome consulting • Establish development plans, technical learning paths, mentoring, and knowledge-sharing practices • Support recruiting, onboarding, succession planning, and workforce development • Lead organizational and operating-model changes • Own delivery performance and customer outcomes across a portfolio of Professional Services engagements • Ensure delivery begins with customer business requirements, workflows, operating environment, and desired outcomes • Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency using UC and CX technologies • Serve as escalation point for complex architecture, integration, workflow, configuration, resource, and customer-expectation challenges • Engage technical teams, operational leaders, and executives to build confidence, resolve challenges, and maintain alignment • Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success • Promote documentation, knowledge transfer, enablement, and adoption practices • Help transform Professional Services into a consultative, scalable, outcome-oriented organization • Translate strategy into operating processes, delivery standards, technical methodologies, and team behaviors • Establish and improve delivery methodologies, quality standards, implementation templates, documentation, and governance • Improve project scoping, estimation, resource assignment, solution delivery, risk management, and customer acceptance • Monitor resource capacity, skills alignment, utilization, project performance, delivery quality, forecast accuracy, and customer satisfaction • Identify delivery risks, capability gaps, and operational constraints • Use portfolio data and delivery insights to improve productivity, resource planning, predictability, and services profitability • Evaluate internal resources, global delivery capabilities, partners, and contractors • Standardize and package repeatable services while supporting complex enterprise environments • Champion automation, improved tooling, and simplified processes • Partner with Sales and Solution Engineering on discovery, scope, delivery expectations, and Professional Services value • Translate business requirements into services, architectures, integrations, and delivery strategies • Collaborate with Product Management and Services Portfolio Management on capability gaps and repeatable service offerings • Provide feedback on product functionality, implementation complexity, integration needs, customer workflows, and delivery challenges • Coordinate the customer journey from presales through implementation and ongoing success • Represent Professional Services in transformation initiatives focused on customer experience, operational efficiency, recurring revenue, and scalable growth • Share customer, technology, and market trends to shape services strategy and future capabilities

🎯 Requirements

• Bachelor’s degree in business, technology, engineering, or a related field, or equivalent professional experience • Five or more years of experience in Professional Services, technology consulting, solution implementation, or a related customer-facing delivery environment • Experience leading, coaching, and developing technical or consulting professionals • Experience managing a portfolio of complex customer implementations with accountability for delivery quality, customer satisfaction, and business performance • Strong understanding of unified communications, collaboration, contact center, customer experience, or related enterprise communication technologies • Working knowledge of solution architecture, system integration, APIs, workflow design, application configuration, and enterprise technology environments • Ability to connect technical capabilities with customer workflows, operational requirements, and desired business outcomes • Experience introducing new delivery practices, technical capabilities, or operating processes within a changing organization • Strong operational and analytical skills, including capacity planning, resource management, project risk, delivery metrics, forecasting, and utilization • Ability to manage competing customer, employee, operational, and financial priorities in a complex environment • Strong executive presence and effective communication with technical teams, business leaders, customers, and cross-functional partners • Ability to lead through ambiguity, influence without direct authority, and drive organizational change • Ability to travel approximately 25% of the time • At this time, Mitel is not offering sponsorship for US work authorization for any new job applicants • Preferred: Experience delivering Mitel or comparable enterprise UC and collaboration solutions • Preferred: Experience with contact center, customer experience, workflow automation, artificial intelligence, analytics, or workforce engagement technologies • Preferred: Experience designing or delivering integrations between communication platforms and CRM, EHR, ERP, ITSM, or workforce-management systems • Preferred: Familiarity with cloud, hosted, hybrid, and on-premises solution architectures • Preferred: Experience with APIs, integration platforms, low-code tools, or workflow automation solutions • Preferred: Experience supporting enterprise customers in regulated industries such as healthcare, government, financial services, or utilities • Preferred: Experience developing repeatable service packages, implementation methodologies, or consulting offerings • Preferred: Familiarity with project-management methodologies, ITIL, Agile, SAFe, or comparable delivery frameworks • Preferred: Experience operating within a blended delivery model including internal teams, global delivery resources, partners, and third-party providers

🏖️ Benefits

• 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 • Comprehensive benefit program • Benefits may vary based on full-time or part-time employee status