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- Tasks: Lead service delivery, manage customer relationships, and drive continuous improvement.
- Company: Mitel connects businesses globally, enhancing collaboration and customer experiences.
- Benefits: Enjoy a full-time role with opportunities for growth and skill development.
- Why this job: Join a diverse team focused on customer satisfaction and impactful service delivery.
- Qualifications: Customer-centric mindset, ITIL knowledge, and strong communication skills required.
- Other info: Diversity is valued; applications from all backgrounds are encouraged.
The predicted salary is between 36000 - 60000 £ 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.
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.
- 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.
- 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
Contact Detail:
Mitel 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 high-quality service.
✨Tip Number 2
Showcase your customer-centric mindset by preparing examples of how you've successfully managed customer relationships in the past. Highlighting specific instances where you've improved customer satisfaction can set you apart from other candidates.
✨Tip Number 3
Brush up on your data analysis skills, as interpreting service data is key to driving improvements. Being able to discuss how you've used data to enhance service delivery will impress potential employers and show your analytical capabilities.
✨Tip Number 4
Network with professionals in the telecommunications industry, especially those who work at Mitel or similar companies. Engaging with them on platforms like LinkedIn can provide valuable insights and potentially lead to referrals, increasing your chances of landing the job.
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 Service Delivery Manager role. Focus on customer relationship management, ITIL knowledge, and any experience in project management or telecommunications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-centric mindset and ability to build strong relationships. Mention specific examples of how you've driven service improvements or managed customer expectations in previous roles.
Highlight Relevant Skills: In your application, emphasise skills such as data analysis, report writing, and process improvement methodologies like Lean or Six Sigma. These are advantageous for the role and will set you apart from other candidates.
Showcase Your Growth Mindset: Demonstrate your growth mindset by discussing how you've embraced feedback and sought continuous improvement in your career. This aligns well with Mitel's values and shows your commitment to personal and professional development.
How to prepare for a job interview at Mitel
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Delivery Manager. Familiarise yourself with key terms like SLA, service reviews, and customer satisfaction metrics. This will help you speak confidently about how your skills align with the role.
✨Showcase Your Customer-Centric Mindset
Prepare examples that demonstrate your ability to build strong relationships with customers. Highlight instances where you've successfully managed customer expectations or resolved issues, as this is crucial for the role.
✨Demonstrate ITIL Knowledge
Brush up on the ITIL framework and be ready to discuss how it applies to service management. Even if you're not an expert, showing that you have a foundational understanding can set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as managing a service failure or improving service delivery. Think through your past experiences and be ready to articulate your thought process and actions clearly.
