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Manager, Service Management

Req id:  25141

Tokyo, Tokyo, JP

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. 

 

Key Responsibilities:
The Delivery Manager will be the primary owner of the customer relationship. 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 Delivery Manager uses best practice methodologies, processes, and tools to provide committed OpenText services. This individual reviews and approves all program deliverables, interprets the contract / SOF, serves as the primary escalation point for client personnel, and acts as the key resource held accountable for quality of delivery and customer satisfaction.

 

• 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 OpenText 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 Qualifications:

• Strong communication skills: Native Japanese speaker with strong English oral and written communications skills

• Degree holder in Computer Science or related discipline with minimum 7 years solid working experience

• Strong leadership / managerial experience in professional services / consulting and Service

• Must have B2B, EDI knowledge and Delivery Management experience

• Strong business acumen, financial skills, metrics-driven

• Results and execution oriented • Strong customer relationship experience

• Strong team player; ability to partner with sales and other cross-functional organizations

• Managed Services experience preferred • ITIL and PMP certification preferred

 

While OpenText is an Equal Opportunity Employer, our 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.

 

Additionally, OpenText, as a proud US Federal Government contractor, is subject to Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated by January 4, 2022. New employees joining OpenText will be required to provide proof of vaccination prior to joining or be approved for a medical or religious exemptions. If you believe you qualify for an exemption you can request the exemption form at accommodationrequests@opentext.com


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.

Explore your career and potential. Become an OpenText Navigator.

Apply now »