Cloud Service Delivery Director

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT

The Cloud Service Delivery Director role is required to ensure effective high-quality services and support for our Global customers. 
This role will lead multi-disciplined teams in implementing and operating technology and software. The position requires a broad range of technical skills in managing a diverse operational environment with a focus on customer high level service. The Director will manage multi-disciplined teams that support an advanced infrastructure, utilising private cloud, SAAS, and IAAS environments and includes: 

1. Technical Support Management
2. IT operational management processes and SLAs 
3. IT performance metrics and reporting
4. Security & Compliance

The Director is expected to drive work at VP/executive levels through impact, networking, and strategy. Own external relationships at executive levels. Develop strategic agendas for the company and promote an atmosphere in which they can be accepted.

WHAT THE ROLE OFFERS

• Manage the vision, design and deployment of cloud infrastructure, including compute, storage, and network systems for cloud hosting
• Provide cloud hosting service management strategy, process, and procedures across the organization
• Lead a consistent, measurable process to operationalize and scale cloud based strategic initiatives and execution
• Manage Capex, and Opex costs; appropriate value for investments
• Responsible for running a 24x7x365 Cloud Infrastructure and Operations organization with staff located in multiple Global locations
• Develop and mentor a high performing team of global professionals
• Provide strong leadership, guidance, and direction related to cloud hosting service delivery
• Work closely with Engineering, Data Center Operations and technology vendors to ensure SLAs are met and quality meets or exceed expectations
• Manage adherence to security and compliance safeguards, policies and procedures
• Manage change, assets, and documentation for top quality support
• Establish key KPI, SLA’s, metrics and measurements demonstrating area health
• Communicate through operational reviews. Measures and tracks against industry benchmarks and standards
• Identify and implement critical metrics necessary to manage and monitor the performance of overall operations including: capacity, availability, budget, and inventory
• Manage budgeting and forecasting, planning, deployment, incident and problem management, change management

WHAT YOU NEED TO SUCCEED 

• 10+ years of professional experience in technical support or product delivery, and a Bachelor of Arts/Science or equivalent degree in computer science or related area of study
• At least 3 years of experience in similar roles, troubleshooting problems in distributed web applications
• Experience in Cloud computing (AWS preferred)
• Expertise in multiple software systems design tools and languages
• Knowledge in Networking and Databases (Oracle and/or Sybase databases or basic SQL concepts)
• Integration experience with third party products
• Familiarity with Web applications and troubleshooting client-side issues
• Comfortable with technology stack (Python + JavaScript/TypeScript, React)
• Understanding of security and network protocols, such as SFTP, VPN, HTTPS, and SSH
• Goal-oriented interpersonal and communications skills with team members
• Strong analytical and problem-solving skills
• Capacity to set priorities and deliver solutions in time
• Working on a multi-layer enterprise application
• Excellent customer facing communication skills. Customer Service
• It’s a plus if you have experience with Docker, Kubernetes and VuGen
• ITIL Certification

ONE LAST THING  

Join us in shaping the future of enterprise solutions at OpenText. Your expertise and leadership will not only drive revenue but also foster positive relationships with customers and peers alike. If you’re ready to make a significant impact in the world of technology, we want to hear from you.

OpenText's 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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.