Service Delivery Manager

Role Description

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
• System lifecycle planning

Qualifications

• Bachelor’s degree in information technology, Computer Science, Telecommunications, or related field (master’s preferred).
• 8+ years of experience in enterprise telephony or unified communications, with 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.

Requirements

• PMP Certified
• ITIL v4 Certified
• Contact Center Expert
• Financial Management
• Contract Management

Benefits

• 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
• Benefits may vary based on full-time or part-time employee status.