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Principal Cloud Service Manager

Req id:  32450

Alpharetta, GA, US San Antonio, TX, US Austin, TX, US Burlington, MA, US Dallas, TX, US Columbus, OH, US Lexington, KY, US Tucson, AZ, US Arlington, VA, US Salt Lake City, UT, US Indianapolis, IN, US Brook Park, OH, US Waukesha, WI, US Gaithersburg, MD, US Dallas, TX, US


As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity
This key position is responsible for overall support and strategic direction for large multi-national Managed Services clients.  The Principal Cloud Service Manager  will also have responsibility for growing executive relationships and fostering new opportunities.

The Principal Cloud Service Manager  will instruct/direct a matrixed team including both local and remotely managed cross-functional staff.  Responsibilities include oversight for day-to-day service delivery and service levels, project planning/execution, change management, and internal/external reporting. This individual reviews and approves all program deliverables, interprets the contract/SOW, reviews costs and commited deliverables language, serves as the primary escalation point for customer personnel, conduct regular/QBR governance meetings and owns the overall quality, delivery and customer satisfaction of the assigned client base.

The Principal Cloud Service Manager  will serve as the primary point of contact for the client’s executive team.  


You Are Great At
•    Ensure mission critical requirements are met through thorough understanding of client’s requirements and objectives.
•    Proactively identify revenue opportunities and align OT solutions with client’s strategic direction.
•    Own customer from contract through steady state to include SPOC for delivery, change management, service level reporting, customer satisfaction and assisting with growing revenue within the customer.
•    Leads the resolution of risks, including taking a lead role in organizing inter-departmental meetings and driving cross-functional issues to closure.
•    Communicates and tracks best practice recommendations.
•    Mitigate deviations to program plans and alerts leadership of any anomolies.
•    Facilitates a positive and productive long-term relationship with client representing OT in all customer-facing communications.  Professionally communicate to customer’s executives.
•    Identifies areas of improvement and supports all existing contracted services.
•    Correctly sets operational expectations with client.
•    Negotiate client contracts and renewals and review client agreements on a regular basis.
•    Partner with Field Sales and Customer Support to champion overall OT delivery consistency, client satisfaction and relationship growth.
•    Meet annual incrementation opportunity growth targets.
•    Write and review costs, SOW and CRs.  Present and red line internally and externally.
•    Responsible for overall delivery of new work, setups, deployments and customer satisfaction for client base.

•    Ability to work collaboratively with a global delivery team
•    Leadership skills to influence others and meet deadlines while maintaining high quality
•    Proven organizational skills and ability to work in an autonomous manner
•    Strong client facing skills and experience communicating to executive level leadership
•    Knowledge of cloud hosting business models
•    B2B e-commerce (EDI) knowledge
•    General understanding of SWIFT, document types, SWIFT processes and sematics
•    Understanding of Financial Services, IT security and connectivity concepts a plus
•    Knowledge of version and change control best practices
•    Ability to build long-term client relationships
•    Proficient with MS Office tools


What It Takes
•    Must have very strong interpersonal skills including a demonstrated ability to partner and manage complex relationships.
•    Extensive customer/client facing experience.
•    Bachelors Degree in Management Information Systems or similar discipline combining business and technical concentrations.
•    Demonstrated track record of successfully planning and managing large scale enterprise engagements through all stages of the program life-cycle.
•    Experience and desire to work in a fast-moving, client-facing environment with a group of talented individuals.
•    5+ years of account/program management experience with a minimum 10 year work history


Industry Experience: 
•    Financial Services industry experience a plus


While OpenText is an Equal Opportunity Employer, our efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact


Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office to maintain a safe workplace for our employees. 


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

Apply now »