Enterprise Service Delivery Leader

Mitel; New York (NY); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Affordable Medical

Dental

Vision

Life and Disability Insurance

Matching 401(k) plan

Paid time off

Employee Assistance Program

Reward and Recognition Programs

and more!

Job summary

Mitel is seeking a Senior Service Delivery Manager (SSDM) to drive service level performance and continuous improvement for a very large enterprise account. The SSDM will operate across customer organizations, leveraging governance, reporting, and delivery capabilities to ensure outcomes align with contractual commitments.

The role requires 8+ years in service delivery in a customer-facing environment, ITIL/ITSM knowledge, and strong stakeholder management skills across distributed teams.

Qualifications

• Bachelor's degree preferred; equivalent education/experience considered.
• 8+ years in Service Delivery, Service Mgmt., or Operations in customer-facing roles.
• Knowledge of ITIL/ITSM, SLAs, KPIs, RCA, and continuous improvement.

Responsibilities

• Lead client/partner engagements with senior leadership to align outcomes and service expectations.
• Coordinate cross-functional delivery across multiple customers as service delivery orchestrator.
• Monitor account costs and margins to align with budget, forecast, and contracts.
• Ensure services meet contractual requirements, policies, SLAs, and governance.

Skills

ITIL/ITSM

Stakeholder management

Analytical skills

Communication

Project portfolio alignment

Education

Bachelor's degree

Tools

ServiceNow

Microsoft Office

Job description

Mitel is seeking a Senior Service Delivery Manager (SSDM) to drive service level performance and continuous improvement for a very large enterprise account. The SSDM will operate across customer organizations, leveraging governance, reporting, and delivery capabilities to ensure outcomes align with contractual commitments.

The role requires 8+ years in service delivery in a customer-facing environment, ITIL/ITSM knowledge, and strong stakeholder management skills across distributed teams.