Service Delivery Manager

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.

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We are seeking an adaptable and forward-thinking Service Delivery Manager to manage service relationships with our key corporate clients and ensure their success in this rapidly evolving landscape

Overview

The Service Delivery Manager is responsible for ensuring the seamless delivery of Mitel's products and services to our external customers. This role plays a critical part in driving service excellence, maintaining strong client relationships, and ensuring contractual commitments are consistently met or exceeded. Acting as the primary operational contact for key customer accounts, you will collaborate across internal teams to align service delivery with customer expectations, commercial objectives, and evolving business needs. The successful candidate will bring a proactive, customer-focused mindset, strong leadership, and commercial acumen to deliver exceptional outcomes and continuous improvement.

Responsibilities

Service Management & Delivery

• Ensure that all contracted services are delivered to the agreed service levels, quality, and timelines.

• Provide monthly performance and SLA reports, identifying opportunities for service improvement.

Customer Relationship Management

• Act as the primary operational contact for key customer accounts, fostering strong, trust-based relationships.

• Lead regular customer service reviews, driving engagement, transparency, and continuous improvement.

• Gather and act on customer feedback to enhance the overall service experience and satisfaction.

Escalation Management

• Work closely with Mitel's Escalation Management team to represent Mitel to the customer, ensuring escalations are handled efficiently, transparently, and in alignment with service expectations..

• Lead and facilitate Post-Incident Reviews and Root Cause Analysis (RCA) sessions, driving the implementation of corrective actions to prevent recurrence.

Team Coordination & Collaboration

• Manage and coordinate delivery teams, fostering collaboration and accountability to achieve shared goals.

• Facilitate service improvement initiatives and promote best practices across teams.

• Identify and mitigate risks and dependencies that could impact service performance.

• Work closely with internal operational teams such as Engineering, Technical Support, Cloud Services and Professional Services

Commercial & Financial Management

• Monitor and manage contract margins, ensuring profitability while maintaining service quality.

• Work closely with Commercial, Account Management, and Finance teams to ensure billing accuracy and support renewals and growth opportunities.

• Contribute to budget planning and cost control efforts within assigned accounts.

• Proven experience in working with Account Management managing contract renewals, including tracking expiry dates, engaging in renewal discussions, negotiating terms, and ensuring continuity of service.

• Partner closely with the Account Management and sales team to develop and execute account growth strategies

• Proactively identify and qualify service upsell and cross-sell opportunities

• Maintain a deep understanding of the client's contract and our full service catalogue to spot growth potential.

Process & Supplier Management

• Continuously review and improve internal processes to drive efficiency and performance.

• Manage relationships with third-party suppliers, monitoring their performance and resolving issues promptly.

• Support alignment of delivery processes with ITIL and Mitel's internal frameworks and standards.

Requirements:

• Proven experience in service delivery management, project management, or a similar role within a fast-paced environment.

• Strong understanding of IT service management frameworks (ITIL4 preferred).

• Demonstrated ability to manage customer relationships and deliver exceptional client service.

• A clear desire for professional growth and a track record of taking on new challenges.

• Experience managing SLAs, KPIs, and financial performance for service contracts.

• Excellent communication skills with the ability to engage both technical and non-technical audiences.

• Strong analytical, problem-solving, and decision-making abilities.

• Commercially aware, with an understanding of contract management and profitability analysis.

• Experience working with cross-functional teams and external suppliers.

• Full UK driving licence required.

• May require occasional out-of-hours work.

• UK Resident

Minimum education requirement:

• Bachelor's degree preferred; or equivalent combination of education and relevant experience.

Minimum years of experience:

• 5+ years in IT or UC-managed service delivery.

Additional Preferred Skills

• ITIL4 Foundation certification or higher.

• Experience with project management and agile methodologies.

• Demonstrated growth mindset and commitment to continuous improvement and to take on new challenges.

• Knowledge of SIAM Framework

• Knowledge of Customer Success principles and methodologies

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.