Senior Cloud Service Manager
Virtual, 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 Cloud Service Manager drives, directs, and manages high profile Managed Services programs for OpenText strategic clients within the Cloud Services team. Will be the focal point for the customer relationship as it relates to delivery. This key position is responsible for day-to-day client 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 Cloud Service Manager uses best practice methodologies, processes, and tools to provide committed OpenText services. This individual reviews and approves all program deliverables, interprets the contract/SOW, serves as the primary escalation point for client personnel, and acts as the key resource held accountable for quality of delivery and customer satisfaction.
The Opportunity:
Ensures the mission critical requirements of the customer are met with 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. Any other responsibility as reasonably requested by line manager or other senior manager.
You are great at:
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At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.
Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against Covid 19 in order to enter an OpenText office. Accommodations may be available.