Mitel Networks

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. Overview A Project Manager (Technical) oversees the planning, execution, and completion of projects, ensuring they are delivered on time, within budget, and to the required quality standards. The role determines and manages project scope and timelines, identifies and manages risks and dependencies, drives issues to resolution, schedules and facilitates meetings, provides status updates at the required cadence, and ensures an outstanding onboarding experience for telecommunications system installations. Responsibilities Manage projects in accordance with contractual time, cost and quality requirements Work with customers to identify requirements, project planning, evaluation and overall customer support Responsible for scheduling and management of resources and delegation of tasks Provide and execute on a detailed onboarding plan with customers Set and meet critical onboarding deadlines with customers Work on telecommunications system installations; typically for businesses in the SMB space Update and maintain internal customer record database with all information on customer orders for onboarding coordination and billing purposes Work with clients to gather information and set up porting from their existing carriers, and develop secondary port solutions Develop and implement call flow design to meet customer's requirements Ensure that call flow programming and QA is completed leading up to customer go live Maintain an in depth understanding of Mitel's capabilities, services and business impact points to effectively communicate within Mitel and to clients Provide assistance to internal and external customers on how to use Mitel services/features Conduct a post deployment debriefing meeting with the customer to ensure the deployment has met all the customer's expectations Ensure custom solutions are documented for the Mitel Customer Success Team and Support teams, and ready to accept accountability for the customer after successful implementation Resource for team members who work on other projects that may need additional assistance Follow project management guidelines and procedures to attain individual and team wide Net Promoter Score Requirements Experience in telecommunications and call flow Experience with porting telephone numbers Basic networking knowledge Must possess excellent computer skills including spreadsheet knowledge and word processing Windows based software and Excel required Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred Exceptional interpersonal skills, excellent written and verbal communication skills Naturally inclined to exceed expectations and provide outstanding customer service (both internally and externally) Be passionate about your work and maintain a calm demeanor in difficult situations Excellent organizational skills Attention to detail Additional Skills (Advantageous) Prince2 or PMP (Project Management Professional) qualification EEO Statement Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

Mitel Networks is seeking a Service Delivery Manager in Nottingham to oversee the effective delivery of services to customers. You will manage service performance, lead service reviews, and ensure customer satisfaction by aligning operations with business needs. The ideal candidate must possess a customer-centric mindset, ITIL framework knowledge, and the ability to build strong relationships. A valid UK driving licence is required for this role.

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. Overview The Service Delivery Manager is responsible for ensuring the effective delivery of contracted services to customers, owning the service and operational relationship. They manage service performance, lead regular service reviews, oversee incident and problem resolution, and drive continuous improvement. They also play a key role in contract retention and value realisation. The role ensures customer satisfaction, SLA adherence, and alignment between service operations and business needs. Responsibilities Ensure contractual service levels are met or exceeded, with proactive monitoring and issue management. Lead regular service reviews, providing performance reporting and driving actions for service improvement. Act as the primary operational contact for key customer accounts, ensuring consistent service delivery and customer satisfaction. Collaborate with internal teams and partners to align service delivery with customer expectations and evolving business needs. Work closely with Account Management to ensure alignment between service delivery and commercial strategy, supporting customer retention, renewals, and growth opportunities. Drive a positive customer experience by actively gathering, analysing, and acting on customer feedback to improve service quality and strengthen relationships. Provide regular account management information and service insights to the Head of Service Delivery to support strategic decision making and continuous improvement initiatives. Provision of monthly performance reports, detailing Mitel's performance within the SLA. Work closely with Commercial, Account Management, and Renewals Teams to ensure that renewals are not only secured but also profitable. Actively monitor and manage contract margins, identifying and implementing cost efficiencies without compromising service quality. Collaborate with commercial and finance teams to ensure billing accuracy and profitability. Requirements Customer Centric Mindset - focused on delivering value and positive outcomes for the customer. Customer Relationship Management - ability to build strong, trust based relationships with customers and act as their advocate within the business. ITIL Framework Knowledge - foundation level understanding of service management best practices. Commercial Awareness - understanding the financial aspects of contract management, including cost management, budget forecasting, and profitability analysis. Communicate effectively with customers, internal teams, and stakeholders through clear reporting, service reviews, and proactive dialogue. Growth Mindset - demonstrate a growth mindset by embracing feedback, seeking continuous improvement, and proactively developing new skills to adapt to evolving customer and business needs. Full UK driving licence. May require work out of hours when required. Additional Skills (Advantageous) Presentation skills - confidently present to customers and stakeholders. Negotiation Skills - handling commercial or service scope discussions tactfully. Report Writing - producing professional, concise, and insightful service reports and documentation. Data Analysis - ability to interpret service data and trends to drive improvements. Technical Acumen - a working understanding of IT infrastructure, networks, or cloud technologies. Process Improvement (e.g., Lean, Six Sigma) - experience identifying inefficiencies and driving operational enhancements. EEO Statement Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future.

Mitel Networks in the United Kingdom is looking for a Service Delivery Manager to ensure the effective delivery of contracted services. The role focuses on managing service performance, leading service reviews, and driving continuous improvement. The ideal candidate will have a customer-centric mindset, a basic understanding of ITIL practices, and the ability to build trust-based customer relationships. Join us to help businesses connect and collaborate effectively.