Senior SAP Service Delivery Manager

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

The Senior Service Delivery Manager (SSDM) is responsible for service level performance, achievement, and continuous improvement of a dedicated very large enterprise account. The SSDM operates at all levels of the customer organization. SSDM creates a trusted, performance-driven, Client/Partner-focused culture of professional excellence while leveraging standardized processes, governance, reporting, and delivery capabilities across multiple customers.

• Client/Partner Leadership - Develop effective engagement with customer leadership (C-Suite, SVP, VP, Director) and partner stakeholders to establish clear business outcomes and service expectations.
• E2E Delivery Integration - Demonstrate accountability as the service delivery orchestrator across multiple customers, coordinating the appropriate internal stakeholders and delivery functions.
• Cost Management - Proactively monitor account and portfolio cost drivers to help ensure cost and operating margin are aligned with budget, forecast, and contractual expectations.
• Compliance & Risk Management - Ensure services are delivered according to contract requirements, policies, standards, SLAs, security requirements, and applicable governance processes.
• Service Management - Establish and maintain processes and governance that support contractual service obligations and consistent service delivery across the customer portfolio.
• Continuous Improvement - Identify and implement service improvement opportunities that improve effectiveness, efficiency, quality, customer experience, and operational performance.
• Workforce management – Ability to directly lead, manage and evaluate subordinate technical resources

Qualifications

• Bachelor's degree in business, information technology, service management, or a related field preferred; Minimum 8+years’ experience in Service Delivery, Service Mgmt., Operations in a customer-facing role.
• Working knowledge of ITIL/service mgmt. Demonstrated 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 preferred.
• Proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and Word.

Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.

To ensure our hiring process is fair, efficient, and transparent, we want to inform all applicants that we may use Artificial Intelligence (AI) technologies, including third party tools to screen resumes and match candidates to job opportunities based on their skills and experience. All applications are also reviewed by our hiring team, and final decisions are made by our hiring managers. Kindly review our privacy policy ( Mitel Privacy Policy ) for more information and to understand how to exercise any of your rights.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, national origin, sexual orientation, ancestry, sex (including gender identity, pregnancy, childbirth, or related medical condition), parental status, age, religion or religious belief, creed, disability, medical condition, genetic information, marital status, citizenship status, military service, political affiliation, or any other characteristic protected by state, federal law, or local ordinance.

These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, demotions, transfers, compensation changes, training, career development programs, layoffs, and terminations.