Sr. Delivery 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. 

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 review 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

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.