Growth-Focused Service Delivery Lead

Mitel; England; On-site; GBP 45,000 - 65,000; Full time

Job summary

Mitel is seeking a Service Delivery Manager to ensure effective delivery of contracted services to customers. The role involves managing the service and operational relationship, ensuring SLA adherence, and driving continuous improvement. You will collaborate with internal teams to align service delivery with customer needs and will report on service performance.

The ideal candidate will have a customer-centric mindset, strong relationship management skills, and an understanding of the ITIL framework. A full UK driving license is required.

Qualifications

• Focused on delivering value and positive outcomes for customers.
• Ability to build strong, trust-based relationships with customers.
• Understanding of service management best practices.
• Awareness of financial aspects of contract management.
• Effective communication with customers and internal teams.
• Demonstrates a growth mindset and seeks continuous improvement.

Responsibilities

• Ensure service levels are met or exceeded through proactive monitoring.
• Lead service reviews providing performance reporting.
• Act as the primary contact for key customer accounts.
• Collaborate with teams to align service delivery with expectations.
• Drive customer experience by analyzing feedback.
• Provide monthly performance reports within SLA.

Skills

Customer‑Centric Mindset

Customer Relationship Management

ITIL Framework Knowledge

Commercial Awareness

Effective Communication

Growth Mindset

Job description

Mitel is seeking a Service Delivery Manager to ensure effective delivery of contracted services to customers. The role involves managing the service and operational relationship, ensuring SLA adherence, and driving continuous improvement. You will collaborate with internal teams to align service delivery with customer needs and will report on service performance.

The ideal candidate will have a customer-centric mindset, strong relationship management skills, and an understanding of the ITIL framework. A full UK driving license is required.