Manager, Professional Services

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 Manager, Professional Services leads a customer-facing team responsible for delivering high-quality unified communications and customer experience solutions. This leader will play an important role in transforming the Professional Services organization: building new technical and consultative capabilities, improving operational discipline, and evolving the team beyond traditional product implementation. The role will develop a team capable of delivering integrated UC and CX solutions with an increasing focus on business requirements, system integration, workflow optimization, automation, and customer adoption.

The manager will ensure that technical delivery is connected to the customer’s operational objectives and produces measurable business outcomes. This position owns team performance, delivery quality, resource readiness, and operational execution across a portfolio of customer engagements. The successful candidate will combine strong leadership and technical credibility with the ability to lead change, establish scalable delivery practices, and collaborate across Sales, Solution Engineering, Product Management, Customer Success, and Support.

Team Leadership and Capability Development Lead, coach, and develop a team of Professional Services engineers and consultants responsible for delivering UC, integration, workflow, and CX solutions. Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence. Assess current team capabilities and develop a skills roadmap aligned with evolving customer needs, solution strategy, and market demand. Expand the team’s capabilities beyond traditional UC implementation to include application integration, workflow optimization, automation, APIs, customer experience, and business‑outcome consulting.

Establish individual development plans, technical learning paths, mentoring, and knowledge‑sharing practices that strengthen team capability and career growth. Support recruiting, onboarding, succession planning, and workforce development based on sales pipeline, delivery demand, and future skill requirements. Lead the team through organizational and operating‑model changes with clear communication, engagement, and accountability.

Customer and Delivery Leadership Own delivery performance and customer outcomes across a portfolio of Professional Services engagements. Ensure the team begins with an understanding of the customer’s business requirements, workflows, operating environment, and desired outcomes—not simply the technical implementation. Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency through effective use of UC and CX technologies. Serve as an escalation point for complex delivery challenges involving architecture, integrations, workflow design, solution configuration, resource alignment, and customer expectations.

Engage with customer stakeholders, including technical teams, operational leaders, and executives, to build confidence, resolve challenges, and maintain alignment on outcomes. Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success. Promote strong documentation, knowledge transfer, enablement, and adoption practices so customers can realize sustained value following…