Enterprise Service Delivery Leader | Performance & Growth

Mitel; Williamstown (NJ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Paid time off

Job summary

Mitel is seeking a Senior Service Delivery Manager to drive service level performance for a large enterprise account. The role involves leading engagement with customer leadership, orchestrating end-to-end delivery, and ensuring cost alignment with budgets across multiple customers.

The position emphasizes governance, standardized processes, and continual service improvement, including workforce management of technical resources. Strong ITIL experience and ServiceNow familiarity are preferred.

Qualifications

• ITIL/service mgmt. knowledge.
• Ability to manage priorities across multiple customers.
• Strong analytical, organizational and communication skills.
• Experience with ServiceNow or comparable ITSM tools.
• Proficiency with Microsoft Office (Excel, PowerPoint, Word).

Responsibilities

• Client/Partner Leadership: engage with customer leadership and partner stakeholders to set outcomes and service expectations.
• E2E Delivery Integration: orchestrate delivery across multiple customers with internal stakeholders.
• Cost Management: monitor account costs to align with budget and forecasts.
• Compliance & Risk Management: ensure services meet contract requirements, policies, SLAs and governance.
• Service Management: maintain processes and governance for contractual obligations.
• Continuous Improvement: identify opportunities to improve effectiveness and efficiency.
• Workforce management: lead and evaluate technical resources.

Skills

Client leadership

Delivery orchestration

Cost management

Compliance & risk

Stakeholder management

ITIL knowledge

Education

Bachelor's degree in business, IT, service management or related field

Tools

ServiceNow

Job description

Mitel is seeking a Senior Service Delivery Manager to drive service level performance for a large enterprise account. The role involves leading engagement with customer leadership, orchestrating end-to-end delivery, and ensuring cost alignment with budgets across multiple customers.

The position emphasizes governance, standardized processes, and continual service improvement, including workforce management of technical resources. Strong ITIL experience and ServiceNow familiarity are preferred.