Overview
The Senior Service Delivery Manager (SSDM) is responsible for service level performance, achievement, and continuous improvement of a dedicated very large enterprise account. The SSDM operates at all levels of the customer organization. SSDM creates a trusted, performance-driven, Client/Partner-focused culture of professional excellence while leveraging standardized processes, governance, reporting, and delivery capabilities across multiple customers.
Responsibilities
•Client/Partner Leadership - Develop effective engagement with customer leadership (C-Suite, SVP, VP, Director) and partner stakeholders to establish clear business outcomes and service expectations.
•E2E Delivery Integration - Demonstrate accountability as the service delivery orchestrator across multiple customers, coordinating the appropriate internal stakeholders and delivery functions.
•Cost Management - Proactively monitor account and portfolio cost drivers to help ensure cost and operating margin are aligned with budget, forecast, and contractual expectations.
•Compliance & Risk Management - Ensure services are delivered according to contract requirements, policies, standards, SLAs, security requirements, and applicable governance processes.
•Service Management - Establish and maintain processes and governance that support contractual service obligations and consistent service delivery across the customer portfolio.
•Continuous Improvement - Identify and implement service improvement opportunities that improve effectiveness, efficiency, quality, customer experience, and operational performance.
•Workforce management – Ability to directly lead, manage and evaluate subordinate technical resources.
Requirements
•Bachelor's degree in business, information technology, service management, or a related field preferred; equivalent education or experience may be considered.
•Minimum 8+ years' experience in Service Delivery, Service Mgmt., Operations in a customer-facing role.
•Working knowledge of ITIL/service mgmt. principles, SLAs, KPIs, ITSM, RCA, and continuous improvement.
•Demonstrated ability to manage priorities across multiple customers and competing service requirements.
•Strong analytical, organizational, communication, and stakeholder management skills.
•Experience with ServiceNow or comparable IT service management tools preferred.
•Proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and Word.
•Ability to work effectively across distributed teams and in a challenging, continuously changing environment.
Benefits
Mitel offers a comprehensive benefit program which includes affordable Medical, Dental, Vision, Life and Disability Insurance, Matching 401(k) plan, Paid time off (holiday, vacation and sick), Employee Assistance Program, Reward and Recognition Programs and more! Benefits may vary based on full-time or part-time employee status.
At this time, Mitel is not offering sponsorship for US work authorization for any new job applicants.
