Senior UC & Voice Service Delivery Lead (Remote)

Mitel LLC; Nottingham; Remote; GBP 90,000 - 120,000; Full time

Job summary

Mitel is seeking a Senior Service Delivery Manager to lead the delivery of complex voice and UC managed services for UK enterprise customers. You will serve as the primary service advocate, drive governance, review performance, and coordinate cross-functional teams to ensure contractual targets are met.

With 10+ years in service delivery, you will maintain strong customer relationships at operational and executive levels and contribute to service improvements, renewals, and strategic growth in a

Qualifications

• Minimum 10 years' Experience as a Service Delivery Manager.
• Experience delivering managed services in voice and UC environments.
• Strong understanding of enterprise telephony tech (SIP, VoIP, UC).
• Experience managing large enterprise customers and complex contracts.
• Proven governance leadership and executive stakeholder engagement.

Responsibilities

• Be senior service delivery contact for customers, ensuring performance and improvement.
• End-to-end delivery of UC and voice managed services with SLAs met.
• Lead governance meetings and executive business reviews with stakeholders.
• Analyse service data, identify trends, implement improvements.
• Coordinate Operations, Engineering, PM, Finance and suppliers.
• Lead major incidents and provide executive communications.
• Manage escalations to resolution with stakeholder confidence.
• Develop service improvement plans and risk registers.
• Report KPIs, SLAs, CSAT and performance metrics.
• Support renewals, expansions and revenue growth with Sales/CS
• Contribute to transformation programmes and best practices.
• Partner with Account Director on profitability and cash management.

Skills

Customer-centric

Confident communicator

Calm under pressure

Cross-functional collaboration

Commercial awareness

Education

IL4 Foundation/ Practitioner or higher certification

Tools

Mitel

Microsoft Teams Voice

Cisco

Avaya

Zoom Phone

Job description

Mitel is seeking a Senior Service Delivery Manager to lead the delivery of complex voice and UC managed services for UK enterprise customers. You will serve as the primary service advocate, drive governance, review performance, and coordinate cross-functional teams to ensure contractual targets are met.

With 10+ years in service delivery, you will maintain strong customer relationships at operational and executive levels and contribute to service improvements, renewals, and strategic growth in a