Growth-Focused Service Delivery Lead

Mitel; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Mitel is seeking a Service Delivery Manager based in Greater London to ensure effective delivery of contracted services to customers. The role involves managing service performance, overseeing incident resolution, and driving service improvements. You will act as the primary contact for key customer accounts and collaborate with internal teams to ensure alignment with business needs.

The ideal candidate will have a customer-centric mindset, strong relationship management skills, and a foundation in ITIL practices. This full-time role may involve out-of-hours work as needed.

Qualifications

• Focused on delivering value and positive outcomes for customers.
• Ability to build strong, trust-based relationships with customers.
• Foundation level understanding of service management best practices.
• Understanding financial aspects of contract management.
• Effective communication with clear reporting and proactive dialogue.
• Embracing feedback and seeking continuous improvement.
• May require out-of-hours work when necessary.

Responsibilities

• Ensure contractual service levels are met or exceeded.
• Lead regular service reviews with performance reporting.
• Act as primary operational contact for key customer accounts.
• Collaborate with internal teams to align service delivery.
• Support customer retention and growth opportunities.
• Drive a positive customer experience based on feedback.
• Provide regular account management information for decision-making.
• Provision of monthly performance reports.

Skills

Customer-Centric Mindset

Customer Relationship Management

ITIL Framework Knowledge

Commercial Awareness

Effective Communication

Growth Mindset

Education

Full UK driving Licence

Job description

Mitel is seeking a Service Delivery Manager based in Greater London to ensure effective delivery of contracted services to customers. The role involves managing service performance, overseeing incident resolution, and driving service improvements. You will act as the primary contact for key customer accounts and collaborate with internal teams to ensure alignment with business needs.

The ideal candidate will have a customer-centric mindset, strong relationship management skills, and a foundation in ITIL practices. This full-time role may involve out-of-hours work as needed.