Senior Service Delivery Manager

Mitel

. Develop effective engagement with customer leadership (C-Suite, SVP, VP, Director) and partner stakeholders to establish clear business outcomes and service expectations.

Posted 10/23/2026full-timeRemote • New Jersey • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Service Delivery and Service Management, with a strong focus on ITIL principles, stakeholder engagement, and operational performance improvement. Proven ability to lead teams and manage complex customer relationships while ensuring compliance with contractual obligations and service standards.

Highest-signal resume keywords

Service Delivery ManagementITIL PrinciplesStakeholder ManagementServiceNowOperational Performance Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service ManagementOperations ManagementCost ManagementContract ComplianceContinuous ImprovementKPI MonitoringRCASLA ManagementBudget ForecastingTechnical Resource Management

Soft Skills

Analytical SkillsOrganizational SkillsCommunication SkillsLeadership SkillsAdaptability

Tools & Technologies

ServiceNowMicrosoft ExcelMicrosoft PowerPointMicrosoft Word

Industry Keywords

Customer EngagementGovernance ProcessesService Level AgreementsIT Service ManagementC-Suite Engagement

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Develop effective engagement with customer leadership (C-Suite, SVP, VP, Director) and partner stakeholders to establish clear business outcomes and service expectations.
Orchestrate end-to-end service delivery across multiple customers, coordinating internal stakeholders and delivery functions.
Monitor account and portfolio cost drivers to align cost and operating margin with budget, forecast, and contractual expectations.
Ensure services comply with contract requirements, policies, standards, SLAs, security requirements, and governance processes.
Establish and maintain service management processes and governance supporting contractual obligations and consistent delivery.
Identify and implement improvements to effectiveness, efficiency, quality, customer experience, and operational performance.
Directly lead, manage, and evaluate subordinate technical resources.

Requirements

What you’ll need

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.
No sponsorship for US work authorization for any new job applicants.

Benefits

Comp & perks

Affordable Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Matching 401(k) plan
Paid time off (holiday, vacation and sick)
Employee Assistance Program
Reward and Recognition Programs