Overview: 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.
Responsibilities:- Strategic Leadership & Planning
- Operational Management
- Vendor and Partner Management
- Governance, Security & Compliance
- Budgeting & Reporting
- Project Management
Requirements: Education:- Bachelor's degree in information technology, Computer Science, Telecommunications, or related field (master's preferred).
Experience:- 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.
Additional Skills (Advantageous): Optional (list a few bullet points)
- PMP Certified
- ITIL v4 Certified
- Contact Center Expert
- Financial Management
- Contract Management
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.
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, we are not offering sponsorship for US work authorization for any new job applicants.
For more information, visit Why Mitel or follow us on LinkedIn here.
