[Hiring] Manager, Professional Services @Mitel

Role Description

The Manager, Professional Services leads a customer-facing team responsible for delivering high-quality unified communications and customer experience solutions. This leader will play an important role in transforming the Professional Services organization:

• Building new technical and consultative capabilities
• Improving operational discipline
• Evolving the team beyond traditional product implementation

The role will develop a team capable of delivering integrated UC and CX solutions with an increasing focus on:

• Business requirements
• System integration
• Workflow optimization
• Automation
• Customer adoption

The manager will ensure that technical delivery is connected to the customer’s operational objectives and produces measurable business outcomes.

Key Responsibilities

• Team Leadership and Capability Development
  • Lead, coach, and develop a team of Professional Services engineers and consultants responsible for delivering UC, integration, workflow, and CX solutions.
  • Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence.
  • Assess current team capabilities and develop a skills roadmap aligned with evolving customer needs, solution strategy, and market demand.
  • Expand the team’s capabilities beyond traditional UC implementation to include application integration, workflow optimization, automation, APIs, customer experience, and business-outcome consulting.
  • Establish individual development plans, technical learning paths, mentoring, and knowledge-sharing practices that strengthen team capability and career growth.
  • Support recruiting, onboarding, succession planning, and workforce development based on sales pipeline, delivery demand, and future skill requirements.
  • Lead the team through organizational and operating-model changes with clear communication, engagement, and accountability.
• Customer and Delivery Leadership
  • Own delivery performance and customer outcomes across a portfolio of Professional Services engagements.
  • Ensure the team begins with an understanding of the customer’s business requirements, workflows, operating environment, and desired outcomes—not simply the technical implementation.
  • Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency through effective use of UC and CX technologies.
  • Serve as an escalation point for complex delivery challenges involving architecture, integrations, workflow design, solution configuration, resource alignment, and customer expectations.
  • Engage with customer stakeholders, including technical teams, operational leaders, and executives, to build confidence, resolve challenges, and maintain alignment on outcomes.
  • Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success.
  • Promote strong documentation, knowledge transfer, enablement, and adoption practices so customers can realize sustained value following implementation.
• Transformation and Operational Excellence
  • Help lead the transformation of Professional Services into a more consultative, scalable, and outcome-oriented organization.
  • Translate the Professional Services strategy into practical operating processes, delivery standards, technical methodologies, and team behaviors.
  • Establish and continuously improve delivery methodologies, quality standards, implementation templates, technical documentation, and governance practices.
  • Create greater consistency in project scoping, estimation, resource assignment, solution delivery, risk management, and customer acceptance.
  • Monitor resource capacity, skills alignment, utilization, project performance, delivery quality, forecast accuracy, and customer satisfaction.
  • Proactively identify delivery risks, capability gaps, and operational constraints, taking timely action to protect customer and business outcomes.
  • Use portfolio data and delivery insights to improve productivity, resource planning, project predictability, and services profitability.
  • Evaluate the appropriate use of internal resources, global delivery capabilities, partners, and contractors while maintaining consistent customer experience and delivery quality.
  • Identify opportunities to standardize and package repeatable services while retaining the flexibility needed for complex enterprise customer environments.
  • Champion automation, improved tooling, and simplified processes that reduce administrative effort and allow the team to focus on higher-value customer work.
• Cross-Functional Leadership
  • Partner with Sales and Solution Engineering to improve discovery, scope services accurately, establish realistic delivery expectations, and position the value of Professional Services.
  • Work with Services Architects and customer-facing teams to translate business requirements into appropriate services, architectures, integrations, and delivery strategies.
  • Collaborate with Product Management and Services Portfolio Management to identify capability gaps and develop new, repeatable service offerings.
  • Provide structured feedback on product functionality, implementation complexity, integration needs, customer workflows, and recurring delivery challenges.
  • Partner with Project Management, Customer Success, Service Delivery Management, and Support to create a coordinated customer journey from presales through implementation and ongoing success.
  • Represent Professional Services in cross-functional transformation initiatives focused on customer experience, operational efficiency, recurring revenue, and scalable growth.
  • Share customer, technology, and market trends across the organization to help shape services strategy and future capabilities.

Measures of Success

• Consistent, high-quality delivery and achievement of customer outcomes.
• Growth in the team’s UC, CX, integration, workflow, automation, and consulting capabilities.
• Improved customer satisfaction, stakeholder confidence, adoption, and time to value.
• Increased delivery predictability, resource utilization, forecast accuracy, and services profitability.
• Fewer escalations, delivery defects, scope gaps, and avoidable project delays.
• Improved consistency in delivery methodology, documentation, and customer handoffs.
• Development of repeatable and scalable service offerings.
• Strong employee engagement, skill progression, accountability, and retention.
• Effective alignment among Professional Services, Sales, Product, Project Management, Customer Success, and Support.

Qualifications

• Bachelor’s degree in business, technology, engineering, or a related field, or equivalent professional experience.
• Five or more years of experience in Professional Services, technology consulting, solution implementation, or a related customer-facing delivery environment.
• Demonstrated experience leading, coaching, and developing technical or consulting professionals.
• Experience managing a portfolio of complex customer implementations with accountability for delivery quality, customer satisfaction, and business performance.
• Strong understanding of unified communications, collaboration, contact center, customer experience, or related enterprise communication technologies.
• Working knowledge of solution architecture, system integration, APIs, workflow design, application configuration, and enterprise technology environments.
• Demonstrated ability to connect technical capabilities with customer workflows, operational requirements, and desired business outcomes.
• Experience introducing new delivery practices, technical capabilities, or operating processes within a changing organization.
• Strong operational and analytical skills, including experience with capacity planning, resource management, project risk, delivery metrics, forecasting, and utilization.
• Ability to manage competing customer, employee, operational, and financial priorities in a complex environment.
• Strong executive presence and the ability to communicate effectively with technical teams, business leaders, customers, and cross-functional partners.
• Demonstrated ability to lead through ambiguity, influence without direct authority, and drive organizational change.
• Ability to travel approximately 25% of the time.

Preferred Qualifications

• Experience delivering Mitel or comparable enterprise UC and collaboration solutions.
• Experience with contact center, customer experience, workflow automation, artificial intelligence, analytics, or workforce engagement technologies.
• Experience designing or delivering integrations between communication platforms and enterprise applications such as CRM, EHR, ERP, ITSM, or workforce-management systems.
• Familiarity with cloud, hosted, hybrid, and on-premises solution architectures.
• Experience working with APIs, integration platforms, low-code tools, or workflow automation solutions.
• Experience supporting enterprise customers in regulated industries such as healthcare, government, financial services, or utilities.
• Experience developing repeatable service packages, implementation methodologies, or consulting offerings.
• Familiarity with project-management methodologies, ITIL, Agile, SAFe, or comparable delivery frameworks.
• Experience operating within a blended delivery model that includes internal teams, global delivery resources, partners, and third-party providers.

Benefits

• 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
• Benefits may vary based on full-time or part-time employee status.