Senior Service Delivery Lead for Enterprise Accounts

Mitel Networks; New Jersey; Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Matching

Paid time off

Job summary

Mitel is looking for a Senior Service Delivery Manager (SSDM) to drive service level performance and continuous improvement for a large enterprise account. The role operates across the customer organization, aligning governance, reporting, and delivery capabilities to achieve contractual outcomes.

The SSDM will lead cross-functional teams, manage budgets, mitigate risk, and ensure service excellence across multiple customers, while fostering a trusted, performance-driven culture.

Qualifications

• Bachelor's degree in business, information technology, service management, or related field.
• 8+ years in Service Delivery, Service Mgmt., Operations in a customer-facing role.
• Knowledge of ITIL, SLAs, KPIs, ITSM, RCA, and continuous improvement.
• Ability to manage priorities across multiple customers.
• Strong analytical, organizational, and stakeholder management skills.
• Experience with ServiceNow or comparable ITSM tools.
• Proficiency with Excel, PowerPoint, and Word.
• Ability to work across distributed teams in a changing environment.

Responsibilities

• 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

Skills

ITIL knowledge

Stakeholder management

Analytical skills

Communication

Education

Bachelor's degree in business/IT/service management

Tools

ServiceNow

Excel

PowerPoint

Word

Job description

Mitel is looking for a Senior Service Delivery Manager (SSDM) to drive service level performance and continuous improvement for a large enterprise account. The role operates across the customer organization, aligning governance, reporting, and delivery capabilities to achieve contractual outcomes.

The SSDM will lead cross-functional teams, manage budgets, mitigate risk, and ensure service excellence across multiple customers, while fostering a trusted, performance-driven culture.