At a Glance
- Tasks: Ensure top-notch service delivery and customer satisfaction while driving continuous improvement.
- Company: Join Mitel, a global leader in connecting businesses and enhancing customer experiences.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace with a focus on personal development.
- Why this job: Make a real impact by improving service quality and building strong customer relationships.
- Qualifications: Customer-centric mindset and strong relationship management skills required.
The predicted salary is between 45000 - 55000 £ per year.
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.
Overview: The Service Delivery Manager is responsible for ensuring the effective delivery of contracted services to customers, owning the service and operational relationship. They manage service performance, lead regular service reviews, oversee incident and problem resolution, and drive continuous improvement. They also play a key role in contract retention and value realisation. The role ensures customer satisfaction, SLA adherence, and alignment between service operations and business needs.
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):
- 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.
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.
Service Delivery Manager in Nottingham employer: Mitel
At Mitel, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Service Delivery Manager, you will not only play a pivotal role in enhancing customer experiences but also benefit from continuous professional development opportunities and a supportive environment that values diversity and innovation. Located in a vibrant area, our company offers competitive benefits and a collaborative atmosphere, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Nottingham
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Mitel or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by researching Mitel's services and recent projects. Show us that you’re not just another candidate; demonstrate your passion for their mission and how you can contribute to their success.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to share your experiences and how they relate to the role of Service Delivery Manager.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows us that you’re genuinely interested in the position. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Service Delivery Manager in Nottingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Service Delivery Manager role. We want to see how you can contribute to our mission of delivering exceptional customer experiences!
Showcase Your Customer-Centric Mindset:In your written application, emphasise your ability to build strong relationships and deliver value to customers. We love candidates who can demonstrate a genuine passion for customer satisfaction and continuous improvement.
Be Clear and Concise:When writing your application, keep it professional yet straightforward. Use clear language and avoid jargon where possible. We appreciate applicants who can communicate effectively, just like we do with our customers!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, you can set up job alerts for future opportunities that match your interests!
How to prepare for a job interview at Mitel
✨Know Your Customer-Centric Mindset
Before the interview, think about how you can demonstrate your customer-centric approach. Prepare examples of how you've successfully built trust-based relationships with customers and delivered positive outcomes. This will show that you understand the importance of customer satisfaction in the role.
✨Familiarise Yourself with ITIL Framework
Brush up on your knowledge of the ITIL framework and service management best practices. Be ready to discuss how these principles can be applied to ensure effective service delivery. Showing that you have a solid understanding of these concepts will impress the interviewers.
✨Prepare for Performance Reporting
Since the role involves leading service reviews and providing performance reports, practice discussing how you would analyse service data and trends. Think of specific metrics you would track and how you would use this information to drive improvements. This will highlight your analytical skills and attention to detail.
✨Showcase Your Growth Mindset
Be prepared to talk about how you've embraced feedback and sought continuous improvement in your previous roles. Share specific examples of new skills you've developed or processes you've improved. This will demonstrate that you're adaptable and committed to personal and professional growth.
