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Sr. Manager, Cloud Services

Req id:  22084

Reading, GB

 

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 Sr. Manager, Cloud Services (MCS) is responsible for leading the team responsible for the successful service delivery to customers in the OpenText Cloud. It includes management of client relationship during the life cycle of a cloud customer at multiple, assigned accounts.  MCS will work closely with Account Manager, Onboarding Team, Cloud Delivery teams, and Commercial IT team to deliver the contracted cloud services to customer.

 

Responsibilities:

  • Accountable for successful service delivery within the terms of the cloud contract, fulfilling the agreed SLAs and KPIs of the cloud customers with high customer satisfaction
  • Manage a team of Cloud Service Managers.
  • Conduct interactive status meetings with customers, cloud services operations, Professional Services, and Account Executives to review ongoing activities and progress.
  • Plan and drive strategic account reviews for adoption of expansion of the OpenText cloud customers
  • Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.
  • Build strong relationship with the various teams inside OpenText to accelerate solutions and react fast in escalated situations
  • Take ownership of customer escalations, rebuild trust in the customer and drive the solution in short time frames
  • Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
  • Escalate issues, as needed, to keep projects on target (within established parameters) and proactively work to resolve issues that may impact customer satisfaction or SLA.
  • Identifies opportunities and maximizes services revenues within customer base
  • Motivates, develops and mentors other service delivery staff

 

Qualifications / Experience:

  • Strong client focus – ability to operate at a senior manager level
  • Bachelor’s degree in a technical or business discipline, or equivalent
  • At least 5 years’ experience in customer relation management, cloud services or customer support
  • Proven project management skills with demonstrated experience in a consulting environment
  • Conversant in cloud technology and data center deployment. ITIL certification preferred.
  • Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership).
  • Demonstrable experience in developing and rolling out customer satisfaction improvement programs
  • Significant experience of leading and managing teams (including matrix management) within an offshore environment
  • Able to work independently with positive problem-solving attitude

 

 

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


OPENTEXT - THE INFORMATION COMPANY

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. 

Perks 
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. 

Benefits 
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.

Join OpenText today.

Apply now »