Senior Service Delivery Manager

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

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

Overview

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.

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

Requirements

• Bachelor's degree in business, information technology, service management, or a related field preferred; equivalent education or experience may be considered.
• Minimum 8+years’ experience 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.
• 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.
• Ability to work effectively across distributed teams and in a challenging, continuously changing environment.

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.

At this time, we are not offering sponsorship for US work authorization for any new job applicants.

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.

For more information, visit Why Mitel or follow us on LinkedIn here.

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.

Mitel provides equal opportunities to all applicants and employees. 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.

The AFFIRMATIVE ACTION PLAN is available for viewing to any employee or applicant for employment upon request.