Senior Enterprise Service Delivery Leader

Mitel; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

401(k) Matching

Paid time off

Job summary

Mitel is seeking a Senior Service Delivery Manager to oversee service level performance and continuous improvement for a very large enterprise account. The role requires coordination across customer leadership and internal delivery functions, focusing on cost management, governance, and service excellence.

Responsibilities include engaging C-Suite stakeholders, orchestrating end-to-end delivery, ensuring compliance with SLAs, and driving continuous improvement across multiple customers while

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 8+ years’ experience in Service Delivery/Service Mgmt./Operations in a customer-facing role.
• Working knowledge of ITIL/ITSM, SLAs, KPIs, RCA, and continuous improvement.
• Demonstrated ability to manage priorities across multiple customers and competing service requirements.
• Strong analytical, organizational, communication, and stakeholder management skills.

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, forecast, and contracts.
• Compliance & Risk Management - ensure services meet contract requirements and governance.
• Service Management - establish governance for contractual obligations and delivery.
• Continuous Improvement - identify and implement opportunities to improve effectiveness and efficiency.
• Workforce management - lead, manage and evaluate subordinate technical resources.

Skills

Analytical skills

Organizational skills

Communication skills

Stakeholder management

Prioritization across multiple clients

Education

Bachelor’s degree in business, information technology, service management

Tools

ServiceNow

Microsoft Office (Excel, PowerPoint, Word)

Job description

Mitel is seeking a Senior Service Delivery Manager to oversee service level performance and continuous improvement for a very large enterprise account. The role requires coordination across customer leadership and internal delivery functions, focusing on cost management, governance, and service excellence.

Responsibilities include engaging C-Suite stakeholders, orchestrating end-to-end delivery, ensuring compliance with SLAs, and driving continuous improvement across multiple customers while