Senior Enterprise Service Delivery Leader

Mitel; Newark (NJ); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

401(k) matching

Paid time off

Employee Assistance Program

Job summary

Mitel is seeking a Senior Service Delivery Manager in Newark, NJ to drive service level performance and continuous improvement for a very large enterprise account. This role operates across the client's organization, leveraging governance, reporting, and delivery capabilities to ensure outcomes and value.

The candidate will lead cross-functional teams, manage budgets and risks, and ensure contractual obligations are met while advancing superior customer experience.

Qualifications

• Bachelor's degree preferred; equivalent education/experience may be considered.
• 8+ years in Service Delivery, Service Mgmt., Operations in a customer-facing role.
• Working knowledge of ITIL/service mgmt. principles, SLAs, KPIs, ITSM, RCA, and continuous improvement.
• Ability to manage priorities across multiple customers and competing service requirements.
• Strong analytical, organizational, communication, and stakeholder management skills.
• Experience with ServiceNow or comparable ITSM tools preferred.
• Proficiency with Microsoft Office applications (Excel, PowerPoint, Word).

Responsibilities

• Lead engagement with customer leadership (C-Suite, SVP, VP) and partner stakeholders to define outcomes and service expectations.
• Serve as service delivery orchestrator across multiple customers and coordinate internal stakeholders.
• Monitor account/cost drivers to align with budget, forecast and contractual expectations.
• Ensure services delivered according to contract requirements, policies, SLAs, security, and governance.
• Establish governance and processes to support contractual obligations and consistent delivery.
• Identify and implement service improvement opportunities to enhance performance and customer experience.
• Directly lead, manage and evaluate subordinate technical resources.

Skills

ITIL knowledge

Stakeholder management

Analytical skills

Project coordination

Communication

Leadership

Education

Bachelor's degree in business/IT or related field

Tools

ServiceNow

MS Office

Job description

Mitel is seeking a Senior Service Delivery Manager in Newark, NJ to drive service level performance and continuous improvement for a very large enterprise account. This role operates across the client's organization, leveraging governance, reporting, and delivery capabilities to ensure outcomes and value.

The candidate will lead cross-functional teams, manage budgets and risks, and ensure contractual obligations are met while advancing superior customer experience.