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- Tasks: Manage service delivery, ensuring customer satisfaction and performance improvement.
- Company: Join Mitel, a global leader in connecting businesses and enhancing customer experiences.
- Benefits: Enjoy remote work options, a diverse workplace, and opportunities for personal growth.
- Other info: Diversity is valued; applications from all backgrounds are encouraged.
- Why this job: Be part of a dynamic team focused on customer success and continuous improvement.
- Qualifications: Customer-centric mindset, ITIL knowledge, and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Service Delivery Manager page is loaded## Service Delivery Managerlocations: Birmingham (Remote): London (Remote)time type: Full timeposted on: Posted Todayjob requisition id: R012113At 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.Please take a moment to look over this opportunity and if interested, feel free to send us your application. If this is not the right opportunity for you, you can also sign up for Job Alerts by creating an account. This will give you a profile that you can use for all future applications, and you will be notified whenever a new position that matches your criteria becomes available.**Overview:****Responsibilities:*** Ensure contractual service levels are met or exceeded, with proactive monitoring and issue management.* Lead regular service reviews, providing performance reporting and driving actions for service improvement.* Act as the primary operational contact for key customer accounts, ensuring consistent service delivery and customer satisfaction.* Collaborate with internal teams and partners to align service delivery with customer expectations and evolving business needs.* Work closely with Account Management to ensure alignment between service delivery and commercial strategy, supporting customer retention, renewals, and growth opportunities.* Drive a positive customer experience by actively gathering, analysing, and acting on customer feedback to improve service quality and strengthen relationships.* Provide regular account management information and service insights to the Head of Service Delivery to support strategic decision-making and continuous improvement initiatives.* Provision of monthly performance reports, detailing Mitel’s performance within the SLA* Work closely with **Commercial, Account Management, and Renewals Teams** to ensure that renewals are not only secured but also **profitable.*** Actively monitor and manage contract margins, identifying and implementing cost efficiencies without compromising service quality* Collaborate with commercial and finance teams to ensure billing accuracy and profitability**Requirements:*** **Customer-Centric Mindset** – focused on delivering value and positive outcomes for the customer* **Customer Relationship Management** – ability to build strong, trust-based relationships with customers and act as their advocate within the business.* **ITIL Framework Knowledge** – foundation level understanding of service management best practices, particularly around Service Management and General Management Practices.* **Commercial Awareness** – Understanding the financial aspects of contract management, including cost management, budget forecasting, and profitability analysis.* **Communicate effectively with customers, internal teams, and stakeholders** through clear reporting, service reviews, and proactive dialogue.* **Growth Mindset** – Demonstrate a growth mindset by embracing feedback, seeking continuous improvement, and proactively developing new skills to adapt to evolving customer and business needs.* Full UK driving License* May require work out-of-hours when required.**Additional Skills (Advantageous):** *Optional (list a few bullet points)** **Presentation skills** – Confidently present to customers and stakeholders.* **Negotiation Skills** – handling commercial or service scope discussions tactfully.* **Report Writing** – producing professional, concise, and insightful service reports and documentation.* **Data Analysis** – ability to interpret service data and trends to drive improvements.* **Technical Acumen** – a working understanding of IT infrastructure, networks, or cloud technologies to better engage with technical teams.* **Process Improvement (e.g., Lean, Six Sigma)** – experience identifying inefficiencies and driving operational enhancements.For more information, visit or follow us on LinkedIn .*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.*locations: 2 Locationstime type: Full timeposted on: Posted Today #J-18808-Ljbffr
Service Delivery Manager employer: Mitel Networks
Contact Detail:
Mitel Networks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's crucial for a Service Delivery Manager role. Understanding service management best practices will not only help you in interviews but also demonstrate your commitment to delivering quality service.
✨Tip Number 2
Showcase your customer-centric mindset by preparing examples of how you've successfully built trust-based relationships with clients. This will highlight your ability to advocate for customers and align service delivery with their needs.
✨Tip Number 3
Brush up on your commercial awareness, especially regarding contract management and profitability analysis. Being able to discuss how you've managed budgets or improved cost efficiencies will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with data analysis and process improvement methodologies like Lean or Six Sigma. Highlighting your ability to interpret service data and drive operational enhancements will show that you're proactive about continuous improvement.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the responsibilities of a Service Delivery Manager. Focus on customer-centric achievements, service management practices, and any experience with ITIL frameworks.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your background makes you a perfect fit. Emphasise your customer relationship management skills and your ability to drive service improvements.
Highlight Relevant Skills: In your application, clearly outline your skills in areas such as data analysis, report writing, and negotiation. Mention any experience with process improvement methodologies like Lean or Six Sigma, as these are advantageous for the role.
Showcase Your Growth Mindset: Demonstrate your growth mindset by providing examples of how you've embraced feedback and sought continuous improvement in previous roles. This will resonate well with the company's focus on evolving customer and business needs.
How to prepare for a job interview at Mitel Networks
✨Understand the ITIL Framework
Familiarise yourself with the ITIL framework and service management best practices. Be prepared to discuss how you have applied these principles in previous roles, as this will demonstrate your capability to manage service delivery effectively.
✨Showcase Your Customer-Centric Mindset
Prepare examples that highlight your focus on delivering value and positive outcomes for customers. Discuss specific instances where you have gone above and beyond to ensure customer satisfaction, as this aligns with the role's requirements.
✨Demonstrate Commercial Awareness
Be ready to talk about your understanding of financial aspects related to contract management. Discuss how you have managed budgets, forecasted costs, or identified profitability opportunities in past roles to show your commercial acumen.
✨Prepare for Service Review Discussions
Anticipate questions regarding how you would lead service reviews and drive actions for improvement. Think of metrics you would use to measure success and be prepared to discuss how you would handle feedback from customers to enhance service quality.