Director, Professional Services & CX Delivery

Mitel Networks; Illinois; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life and Disability Insurance

Matching 401(k) plan

Paid time off (holiday, vacation and S

Employee Assistance Program

Reward and Recognition Programs

Job summary

Mitel is seeking a Manager, Professional Services to lead a customer-facing team delivering UC, CX solutions and integrations. You will shape capabilities, drive operational discipline, and ensure delivery aligns with customer outcomes across engagements.

You will mentor engineers and consultants, partner with Sales, Solution Engineering, Product Management, and Customer Success to expand repeatable services, improve adoption, and scale delivery while managing risk and profitability.

Qualifications

• Five or more years of experience in Professional Services, technology consulting, solution implementation, or a related customer‑facing delivery environment.
• Demonstrated 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.
• Demonstrated 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 experience with 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 the ability to communicate effectively with technical teams, business leaders, customers, and cross‑functional partners.
• Demonstrated ability to lead through ambiguity, influence without direct authority, and drive organizational change.
• Ability to travel approximately 25% of the time.

Responsibilities

• Lead, coach, and develop a team of Professional Services engineers and consultants responsible for delivering UC, integration, workflow, and CX solutions.
• Own delivery performance and customer outcomes across a portfolio of Professional Services engagements.
• Translate the Professional Services strategy into practical operating processes, delivery standards, technical methodologies, and team behaviors.
• Partner with Sales and Solution Engineering to improve discovery, scope services accurately, establish realistic delivery expectations.

Skills

Leadership

Coaching

Delivery management

Executive presence

Stakeholder management

Strategic thinking

Education

Bachelor’s degree or equivalent professional experience

Job description

Mitel is seeking a Manager, Professional Services to lead a customer-facing team delivering UC, CX solutions and integrations. You will shape capabilities, drive operational discipline, and ensure delivery aligns with customer outcomes across engagements.

You will mentor engineers and consultants, partner with Sales, Solution Engineering, Product Management, and Customer Success to expand repeatable services, improve adoption, and scale delivery while managing risk and profitability.