Service Delivery Manager

Overview

As Service Delivery Manager at Mitel, you ensure effective delivery of contracted services and own the service relationship. You oversee performance, incident resolution, and continuous improvement to support customer success and renewal opportunities. You work cross-functionally with commercial, account management, and finance teams to align delivery with business goals and profitability. Your role combines customer advocacy with operational excellence to drive value and satisfaction at scale.

Responsibilities

• Meet or exceed contractual service levels with proactive monitoring
• Lead regular service reviews and produce performance insights
• Act as primary operational contact for key accounts ensuring consistent delivery and satisfaction
• Coordinate with internal teams and partners to align delivery with evolving business needs
• Collaborate with Account Management to support retention, renewals, and growth
• Gather and act on customer feedback to improve service quality
• Provide monthly performance reports to Head of Service Delivery
• Support profitable renewals by working with Commercial, Account Management, and Renewals teams
• Monitor and manage contract margins and drive cost efficiencies without affecting quality
• Collaborate with Commercial and Finance to ensure billing accuracy and profitability

Key requirements

• Customer-Centric Mindset
• Customer Relationship Management
• ITIL Framework Knowledge (foundation level)
• Commercial Awareness
• Effective communication with customers and internal stakeholders
• Growth Mindset
• Full UK driving License
• May require out-of-hours work

• customer-centric
• strong relationship-building
• clear communication
• ITIL knowledge
• data analysis and reporting
• presentation skills

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