Service Delivery Manager

Mitel Networks; Town of Florida (NY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Matching 401(k) plan

Paid time off (holiday, vacation and S

Employee Assistance Program

Career development opportunities

Job summary

Mitel Networks is seeking a Service Delivery Manager to lead the hospital's Unify telephony environment. You will drive strategic direction, operational excellence, and vendor governance for reliable voice services that support patient care and hospital operations.

Ideal candidates bring 8+ years in enterprise telephony/unified communications, 3+ years in leadership, and strong experience with Unify systems; healthcare IT background is highly preferred.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Telecommunications, or related field (master’s preferred).
• 8+ years in enterprise telephony or unified communications.
• 3+ years in a leadership or service delivery management role.
• Strong background with Unify voice systems (OpenScape Portfolio, OSV, OSCC, SBC, UC, MS, DLS, etc.).
• Experience in hospital or healthcare IT environments preferred.

Responsibilities

• Provide strategic leadership and planning for voice solutions delivery.
• Oversee design, implementation, incident response, maintenance, and lifecycle planning.
• Manage vendor relationships and governance, security, and compliance.
• Lead budgeting, reporting and performance improvements.
• Supervise a small technician team and coordinate with IT leadership and clinical departments.
• Ensure the voice solution meets business and regulatory requirements.

Skills

Leadership

Vendor management

Healthcare IT experience

Project management

Budgeting & reporting

Communication

Education

Bachelor’s degree in information technology, Computer Science, Telecommunications, or related field

Master’s preferred

Tools

Unify OpenScape

OSV / OSCC / SBC / UC / MS / DLS

Job description

Overview

The Service Delivery Manager (SDM) – Mitel Voice Solutions is responsible for the strategic leadership, operational excellence, Profit and Loss and continuous improvement of the hospital’s Unify telephony environment. This role ensures reliable, secure, and high-quality voice communications that directly support patient care, clinical coordination, and hospital operations. The SDM will oversee all aspects of service delivery, including design, implementation, incident response, maintenance, vendor management, and system lifecycle planning.

Responsibilities

• Strategic Leadership & Planning
• Operational Management
• Vendor and Partner Management
• Governance, Security & Compliance
• Budgeting & Reporting
• Project Management
• The position also provides leadership to a small team of technicians while serving as the primary liaison between IT leadership, clinical departments, and external partners to ensure the voice solution meets the hospital’s business and compliance requirements.

Requirements

• Education: Bachelor’s degree in information technology, Computer Science, Telecommunications, or related field (master’s preferred).
• Experience: 8+ years of experience in enterprise telephony or unified communications, with at least 3+ years in a leadership or service delivery management role.
• Strong background with Unify voice systems (OpenScape Portfolio, OSV, OSCC, SBC, UC, MS, DLS, etc.).
• Experience in hospital or healthcare IT environments is highly preferred.
• Proven success managing teams and vendor relationships in complex, 24/7 mission-critical operations.

Additional Skills (Advantageous): Optional (list a few bullet points)

• PMP Certified
• ITIL v4 Certified
• Contact Center Expert
• Financial Management
• Contract Management

Benefits

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.

Eligibility

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

Company Overview

Mitel is a global market leader in business communications, powering more than two billion business connections with our cloud, enterprise and next-gen collaboration applications. With more than 70 million users in nearly 100 countries, Mitel is the only company that wakes up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be.

Equal Opportunity and Diversity

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 Affiantive Action Plan is available for viewing any employee or applicant for employment upon request.