Service Delivery Manager
About The Position
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 (SDM) – Mitel Voice Solutions is responsible for the strategic leadership, operational excellence, Profit and Loss and continuous improvement of the hospital’s Unify telephony environment. This role ensures reliable, secure, and high-quality voice communications that directly support patient care, clinical coordination, and hospital operations. The SDM will oversee all aspects of service delivery, including design, implementation, incident response, maintenance, vendor management, and system lifecycle planning. The position also provides leadership to a small team of technicians while serving as the primary liaison between IT leadership, clinical departments, and external partners to ensure the voice solution meets the hospital’s business and compliance requirements.
Requirements
- Bachelor’s degree in information technology, Computer Science, Telecommunications, or related field
- 8+ years of experience in enterprise telephony or unified communications
- At least 3+ years in a leadership or service delivery management role
- Strong background with Unify voice systems (OpenScape Portfolio, OSV, OSCC, SBC, UC, MS, DLS, etc.)
- Experience in hospital or healthcare IT environments is highly preferred
- Proven success managing teams and vendor relationships in complex, 24/7 mission-critical operations
Nice To Haves
- Master’s degree
- PMP Certified
- ITIL v4 Certified
- Contact Center Expert
- Financial Management
- Contract Management
Responsibilities
- Strategic Leadership & Planning
- Operational Management
- Vendor and Partner Management
- Governance, Security & Compliance
- Budgeting & Reporting
- Project Management
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
