At a Glance
- Tasks: Ensure top-notch service delivery and customer satisfaction while driving continuous improvement.
- Company: Join a diverse and inclusive tech company focused on innovation and customer success.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for career advancement and skill development.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: Customer-centric mindset and strong relationship-building skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
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 Licence. 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 employer: Mitel
Mitel is an exceptional employer for a Service Delivery Manager, offering a dynamic work culture that prioritises customer satisfaction and continuous improvement. With a strong commitment to employee growth, Mitel provides opportunities for professional development and encourages a collaborative environment where diverse perspectives are valued. Located in a vibrant area, employees benefit from a supportive atmosphere that fosters innovation and excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitel:Your cover letter is your chance to shine! Tell us why you want to work at Mitel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitel!
How to prepare for a job interview at Mitel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
