Principal 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. 

ROLE DESCRIPTION:

The Service Manager (SM) is responsible for successful onboarding of customer into the OpenText environment. It includes management of client relationship from a services delivery perspective at multiple, assigned accounts.  SM will work closely with Account Manager, Professional Services team, Cloud Delivery team, and Commercial IT team to deliver the contracted Services to customer.

SM is focused on:

• Delivering service that meets SLA and delivers high customer success
• Developing relationships and teams to continue to deliver quality service

The successful applicant will be working with a range of customers based primarily across EMEA.

Your future responsibilities are:

• To act as the customer’s champion / advocate within OpenText
• To quickly attain “Trusted Advisor” status
• To become intimately familiar with the technical solution and key business drivers for each customer account
• To deliver a service that meets SLA and delivers high customer success
• To develop internal and external relationships and teams that deliver quality service and continuously drive service improvement

Additionally, the Service Manager will be responsible for:

Program management and governance

• • Produce and deliver monthly service delivery reports.
  • Conduct regular service review and governance meetings.
  • Act as the management point of contact for all service-related matters, including first level Incident escalation management.

Incident Management

• • Regularly review Incident queues and liaise with delivery teams to ensure Incidents are handled within service guidelines.

Problem Management

• • Facilitate Problem Management for major Incidents and conduct Root Cause Analysis reviews with customers.

Request Fulfilment

• • Regularly review requests queues and liaise with the delivery teams to ensure service guidelines are met.

Change Management

• • Manage all Change Requests raised by the Customer through predefined Change Management processes.
  • Effectively communicate OT driven Changes with the Customer to ensure maintenance activities are coordinated and service disruption is minimized.

Release Management

• • Ensure Application Releases are coordinated and executed in a planned manner in accordance with predefined Release Management process.

Availability Management

• • Oversee the performance of routine administration and capacity planning activities.

The Service Manager will be expected to support regional EMS and Cloud Sales and Services opportunities, which involves assisting Sales and PS business development colleagues with lead qualification and program definition and pricing.

QUALIFICATION / EXPERIENCE:

• Ideally educated at bachelor’s degree in a technical or business discipline, or equivalent.
• Basic working knowledge of the EIM technologies and ability to hold discussions around their value and real-world deployment / use.
• Interpersonal and people management skills (ability to operate at a senior management level).
• Experience of Service Management using the ITIL framework.
• Ability to build and manage strong relationships, both internal and external.
• Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task.
• Self-motivated individual accustomed to working in an isolated environment without close direction.
• Ability to speak German or a 2nd language is preferred but not necessary
• IDEAL: Understanding of or familiarity with one of the OpenText Product suites.
• IDEAL: experience in using SalesForce for lead, opportunity and program tracking and reporting

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 1-800-499-6544.