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Senior Cloud Service Manager (m/w/d)

Req id:  16520

Rheinbach, NW, DE Virtual, DE Grasbrunn, BY, DE




As the world's leading provider of software-based solutions for enterprise information management (EIM), OpenText offers a comprehensive portfolio of products, services, and cloud services for the intelligent and networked enterprise. We help our more than 120,000 customers worldwide digitize data and processes and use analytics and artificial intelligence to gain deeper insight into business processes to make the right business decisions.



The Cloud Solution Manager drives, directs, and manages high profile Managed Services and TGMS programs for GXS strategic clients within the Client Delivery Management team. 


The Cloud Solution Manager will be the focal point for the customer relationship as it relates to delivery.  This key position is responsible for day-to-day operations management and meeting service level (SLA) commitments for our client’s by leading/influencing a matrixed team which may include local dedicated and remote leveraged staff.  The Cloud Solution Manager uses best practice methodologies, processes, and tools to provide committed GXS services. This individual reviews and approves all program deliverables, interprets the contract/SOW, serves as the primary escalation point for client personnel, and acts as the key resource held accountable for quality of delivery and customer satisfaction.


You are great at

  • Ensures the mission critical requirements of the customer are met through thorough understanding of their business requirements and objectives.
  • Charged with owning customer(s) from contract through steady state to include being the key contact for delivery, change management, service level reporting, customer satisfaction and assisting with growing revenue within the customer.
  • Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve customer issues and drive cross-functional issues to closure.
  • Tracks program progress, identifies and mitigates risks, maintains effective communication with all program stakeholders and provides detailed reports of progress against plan.
  • Manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate.
  • Formulates and takes corrective actions to mitigate deviations to the program plans and alerts management of potential problems when appropriate.
  • Facilitates a positive and productive long-term relationship with client(s) representing GXS in all customer-facing communications with complete professionalism.
  • Identifies areas of improvement and supporting all existing contracted services.
  • Correctly sets operational expectations with customers.
  • Maintains and delivers regular program status updates and service performance via the customer dashboard.
  • Any other responsibility as reasonably requested by line manager or other senior manager.


What it takes

  • Ability to work cooperatively on and with a global team. Ability to motivate a team in meeting a tight deadline and following standards. Strong organizational and communications skills. Strong customer facing skills. Knowledge of component based architecture. Knowledge of version control software. Ability to gain and maintain trust and respect of clients.
  • Bachelor’s Degree in Computer Science preferred. Significant/demonstrable program/project management experience. PMP Certification a plus.
  • Demonstrated track record of successfully planning and managing larger-scale engagements through all stages of the program life-cycle, from requirements gathering to production. Strong customer relationship experience. Experience and desire to work in a fast-moving, customer-facing environment with a group of talented individuals. Proficient in MS Office tools.




At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.


OpenText does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract and a signed search assignment between Open Text and the recruitment agency or party requesting payment of a fee.


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 your potential. Become an OpenText Voyager.

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