Service Delivery Manager

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

Overview

The Service Delivery Manager is responsible for ensuring the effective delivery of contracted services to customers, owning the service and operational relationship. They manage service performance, lead regular service reviews, oversee incident and problem resolution, and drive continuous improvement. They also play a key role in contract retention and value realisation. The role ensures customer satisfaction, SLA adherence, and alignment between service operations and business needs.

Responsibilities

• 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 Licence.
• May require work out‑of‑hours when required.

Additional Skills (Advantageous)

• Presentation skills – Confidently present to customers and stakeholders.
• Negotiation Skills – handling commercial or service scope discussions tactfully.
• Report Writing – producing professional, concise, and insightful service reports and documentation.
• Data Analysis – ability to interpret service data and trends to drive improvements.
• Technical Acumen – a working understanding of IT infrastructure, networks, or cloud technologies to better engage with technical teams.
• Process Improvement (e.g., Lean, Six Sigma) – experience identifying inefficiencies and driving operational enhancements.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. 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.