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Service Delivery Manager - DV Clearance Required

Req id:  38968

Virtual, GB London, GB

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Life at Open Text: At Open Text, our employees are our greatest asset. We have brought together a diverse community of people who respect each other and work together to deliver excellence.

Our workplace: We provide a workplace that fosters teamwork and productivity, but we recognize that when employees are supported, we are all enriched.

Our benefits: At the heart of our success are our people, so taking care of them is a priority for us. To do that, we have created a simple, transparent, and competitive benefits package.


We are looking for an experienced Service Delivery Manager to join our growing Professional Services team.

The Role:

  • The Service Delivery Lead oversees a number of services & products that we deliver as part of our service to a key Government Customer.  This Role involves working alongside other SDMs and reports into the Account Service Delivery Lead.
  • This position is a key customer facing role, based primarily on secure client-site that requires you establish and manage expectations with the Customer for the Services aligned to the role.


Key Responsibilities

  • The Service Delivery Lead is responsible for meeting the agreed service deliverables and establishing a backlog of service improvement activities.
  • Provide direction and leadership to the Technical Delivery Team to meet the agreed Service levels
  • Identifies issues and risks and escalates as required within the Customer Account Team
  • Provide regular and accurate management reporting on Service Delivery to the Customer and internally within the Account Management team
  • Drive improvements to increase the efficiency of the Service Delivery Team to optimise resource utilisation
  • Gain an understanding of other business areas with a view to providing cover across the SDM team as required
  • Identify new Service Opportunities and work with the Account Lead to develop proposals


Qualifications, Experience & Skills

  • UK Government Clearance (details on request)
  • Ok with travelling to London and being at the customer site 2-3 days per week
  • ITIL Foundation Certificate (Minimum)
  • Expert knowledge delivering Managed Service within a multi customer environment
  • Experience of Delivering Service to UK Public Sector Customers, both on customer site and in a virtual environment
  • Excellent written and verbal communication skills
  • Demonstrable customer management / service skills
  • Proven ability to operate in extremely high-pressure situations and successfully handle multiple priorities with a high level of discipline while remaining flexible
  • Strong individual with the ability to communicate and negotiate at all levels
  • Possess strong financial acumen & be able to lead on work order renewals and contractor hires.


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

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

We create economic growth that is inclusive and sustainable. 

The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

We set high standards and exceptions, to learn, to be better. 

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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