Cloud Service Manager

OPENTEXT - THE INFORMATION COMPANY

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 role of the Delivery Manager is to manage the end-to-end delivery in Manila.   This includes collaborating with cross-functional teams to make sure client requests are delivered on a timely manner and issues are resolved accordingly.  The Offshore Delivery Manager is assigned to a set of accounts and is accountable to the over-all service delivery for these customers.  Aside from this, he/she may serve as an escalation point for the team.  Depending on the organizational structure, he/she may supervise the team as well.

You Are Great At:

• Work with the Mapping & Integration teams to make sure MAC work requests are delivered within the target SLA.
• Coordinate with the Delivery Managers, customers and/or delivery teams to negotiate for delivery dates if initial target cannot be met.
• Continuously monitor and provide status reports on the work items.
• Monitor customer tickets and help Delivery Managers drive ticket to closure by working with the Production Support teams and the customer.  The production support team will remain as the owner of the tickets.
• Provide reports on ticket status.
• Work with clients whenever there are bad input data issues to avoid re-occurrence.
• Coordinate with cross –functional teams on bringing up quality and process issues and work with them to come up with recommended changes or improvement plans changes.
• Attend client meetings, when required, to give status updates on the requests and issues.
• Coordinate with clients and with internal teams to make sure that environment changes are done as per plan and schedule.
• Coordinate with clients for any planned or unplanned changes on the OpenText environment.
• Manage and implement the process from quotation of work down to billing.
• Makes sure that services are provided to the client as specified in the contract.
• Looks for possible opportunities to get new MAC work or other requests that can help increase revenue.
• Improve overall customer experience for production and service delivery activities.
• Assist manager by implementing people management programs in the team. Develop initiatives aimed at improving employee satisfaction and retention.            
• Supervises the team and serves as an escalation point.
• Provides feedback on team and team member’s performance.
• Shares their knowledge on the processes, issue resolution and customer engagement experiences.
• Drive process improvement programs to help streamline or standardize geo-specific or team processes.

What It Takes:

• At least 6 years experience in Customer Relationship Management.
• Has previous experience in account ownership.
• Excellent oral and written communication.
• Can work with minimal supervision.
• Ability to handle multiple projects.
• Ability to organize tasks based on priority.
• Has good attention to details and follow-up.
• Has good interpersonal skills.
• Can take ownership of an account and be accountable for the over-all performance for the project.
• Willing to work either ASPAC, EMEA or US hours, depending on the requirement.
• Experience in handling small to mid size delivery projects; Preferably with EDI/B2B/E-commerce experience.

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

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. Accommodations may be available for specific roles.