Senior Service Delivery Manager

Mitel; Williamstown (NJ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

401(k) plan

Paid time off

Job summary

Mitel is seeking a Senior Service Delivery Manager to drive service level performance for a large enterprise account. The role involves leading engagement with customer leadership, orchestrating end-to-end delivery, and ensuring cost alignment with budgets across multiple customers.

The position emphasizes governance, standardized processes, and continual service improvement, including workforce management of technical resources. Strong ITIL experience and ServiceNow familiarity are preferred.

Qualifications

• ITIL/service mgmt. knowledge.
• Ability to manage priorities across multiple customers.
• Strong analytical, organizational and communication skills.
• Experience with ServiceNow or comparable ITSM tools.
• Proficiency with Microsoft Office (Excel, PowerPoint, Word).

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 and forecasts.
• Compliance & Risk Management: ensure services meet contract requirements, policies, SLAs and governance.
• Service Management: maintain processes and governance for contractual obligations.
• Continuous Improvement: identify opportunities to improve effectiveness and efficiency.
• Workforce management: lead and evaluate technical resources.

Skills

Client leadership

Delivery orchestration

Cost management

Compliance & risk

Stakeholder management

ITIL knowledge

Education

Bachelor's degree in business, IT, service management or related field

Tools

ServiceNow

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.