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Lead Cloud Service Manager

Req id:  39181

Makati City, National Capital Region (NCR), PH

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.

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 3 to 8 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. 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.


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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