[Hiring] Senior Service Delivery Manager @Mitel

Role 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, creating 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.

Qualifications

• 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 Management, Operations in a customer-facing role.
• Working knowledge of ITIL/service management 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.

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.