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Manager, Business Processes

Req id:  30572

Brook Park, OH, US Southfield, MI, US Lexington, KY, US San Antonio, TX, US Dallas, TX, US Gaithersburg, MD, US Burlington, MA, US Salt Lake City, UT, US Tinton Falls, NJ, US Alpharetta, GA, US Austin, TX, US Dallas, TX, US Waukesha, WI, US Arlington, VA, 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

The Manager of Service Operations functions as the Service Management Process Owner for Incident and Problem Management as well as the organizational people manager for this team.  This role has direct ownership and oversight of the enterprise operational staff who execute Incident and Problem Management within daily operations to ensure tactical and strategic goals are achieved.  The Service Operations Manager is also an integral part of the Operations and Service Management strategic planning and organizational development planning.   The Service Operations Process Owner is responsible for the overall  Service Operations actions taken to ensure a high level of service which meets OPENTEXT business needs and customer requirements. 

You Are Great At

  • Compile and review Service Management data to ensure business and service support leaders have visibility and insight into the health of their services.
  • Review service and process performance metrics against established targets and provide recommendations for improvements and/or changes when necessary.
  • Coordinate inter-process changes with other process owners.
  • Ensure alignment of Service Operations solutions to OPENTEXT business needs.
  • Formulate, agree, and maintain an appropriate process structure to ensure alignment and integration with all Service Management business functional areas.
  • Ensure appropriate OLAs/SLAs in place and monitored to support new, changed, and existing services.
  • Analyze and review actual service performance against SLAs and OLAs.
  • Provide regular reporting on process performance to OPENTEXT Business, Service Delivery and all Support Leaders. 
  • Oversee the health and applicability of the Service Operations tool sets, modifications, upgrades, and functionality.
  • Initiating and coordinating actions to maintain or improve service levels were necessary.


What It Takes


  • Strong English verbal and written skills
  • Strong Team Management and leadership skills
  • Strong Staff and Professional development skills
  • Strong group presentation and organizational level communications skills
  • Bachelor's degree or equivalent experience Leading IT teams and organizations
  • Demonstrated knowledge of Service Management concepts and practices 
  • Previous Service Management Service Operations Leadership experience desired
  • Previous Problem and Incident Management experience required
  • Prior history operating in a fast pace, high-visibility role within a global company with significant operations in EMEA, AP, and LA



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


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: Cleveland

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