Senior SAP Service Delivery Leader for Enterprise Accounts

Mitel; New York (NY); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

401(k) Matching

Paid time off

Employee Assistance Program

Job summary

Mitel is seeking a Senior Service Delivery Manager to lead service performance and improvement for a very large enterprise account. The role spans engagement with C-Suite and VP-level stakeholders, coordinating delivery across multiple teams, and ensuring contract-compliant operations with strong governance and reporting.

The SSDM will drive service excellence through standardized processes and continuous improvement initiatives.

Qualifications

• Bachelor's degree preferred;
• 8+ years’ experience in Service Delivery/Service Mgmt./Operations in a customer-facing role.
• Working knowledge of ITIL/service mgmt.
• Ability to manage priorities across multiple customers and competing service requirements.
• Strong analytical, organizational, communication, and stakeholder management skills.
• Experience with ServiceNow or comparable IT service management tools.
• Proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and Word.

Responsibilities

• Client/Partner Leadership with customer leadership and partner stakeholders to establish outcomes and service expectations.
• E2E Delivery Integration as service delivery orchestrator across multiple customers.
• Cost Management to align costs with budget and contractual expectations.
• Compliance & Risk Management to meet contract requirements and governance.
• Service Management to maintain processes and governance for contractual obligations.
• Continuous Improvement to enhance effectiveness, efficiency, quality and experience.
• Workforce management to lead, manage and evaluate technical resources.

Skills

Stakeholder management

ITIL knowledge

Multi-customer prioritization

Analytical skills

Communication skills

ServiceNow experience

Microsoft Office (Excel/PowerPoint/WT)

Education

Bachelor's degree in business/IT/service management

Tools

ServiceNow

Microsoft Office

Job description

Mitel is seeking a Senior Service Delivery Manager to lead service performance and improvement for a very large enterprise account. The role spans engagement with C-Suite and VP-level stakeholders, coordinating delivery across multiple teams, and ensuring contract-compliant operations with strong governance and reporting.

The SSDM will drive service excellence through standardized processes and continuous improvement initiatives.