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Sr. Service Manager

Req id:  27111

Virtual, CA

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. 

We are seeking a Senior Service Manager, a dynamic business professional with a minimum of 5 years’ experience with Enterprise Content Management products and Support Program Delivery.

 

The Opportunity

The individual will be responsible for the execution of OpenText Managed Services Programs acting as a liaison between the client and OpenText. The individual must have a proven track record in getting results, be articulate, self-motivated, and highly skilled in interacting with customers.

 

You Are Great At

Proactively managing the scheduling and delivery of all consultancy defined within the program, including onsite visits with clients, completing regular reports and maintaining detailed client information.
Serve as a point of escalation, managing the escalation through resource assignments and coordination between the different OpenText and customer departments/teams.
Ability to establish rapport, trust and confidence with client, team and peers and communicate at various levels within the organization from administrative to technical to executive.

Ability to speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques in a challenging, real-time, support environment.
Meeting with development and product management staff to address development/product enhancement needs for the client.
To clearly document all interaction with customers and implement proactive plans of action towards resolving outstanding issues, as required.

 

What It Takes

  • Minimum of 5 years of experience with Enterprise Level Customers in a technical support environment
  • Experience with Enterprise Content Management products while OpenText product skills are an asset.
  • Ability to build, manage and maintain strong customer relationships, both internal and external.
  • Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task
  • A demonstratable track record of success with examples of proactive approaches to client success
  • Program/Project Management and/or ITIL credentials desirable

 

 

Nous recherchons un senior service manager, un professionnel des affaires dynamique avec un minimum de 5 ans d’expérience avec les produits de gestion de contenu d’entreprise et la prestation de programmes de soutien.

 

L’opportunité

La personne sera responsable de l’exécution des programmes de services gérés OpenText agissant comme une liaison entre le client et OpenText. La personne doit avoir fait ses preuves dans l’obtention de résultats, être articulée, motivée et hautement qualifiée pour interagir avec les clients.

 

Vous êtes grand à

Gérer de manière proactive la planification et la prestation de tous les services de consultation définis dans le cadre du programme, y compris les visites sur place avec les clients, la rédaction de rapports réguliers et la tenue à jour de renseignements détaillés sur les clients.
Servir de point d’escalade, en gérant l’escalade grâce à des affectations de ressources et à la coordination entre les différents opentext et les départements / équipes client.
Capacité d’établir des relations, la confiance et la confiance avec le client, l’équipe et les pairs et de communiquer à divers niveaux au sein de l’organisation, de l’administration à la technique en passant par le cadre.

Capacité de parler, d’écouter et d’écrire de manière claire, approfondie et opportune en utilisant des outils et des techniques de communication appropriés et efficaces dans un environnement de soutien stimulant, en temps réel.
Rencontrer le personnel de développement et de gestion des produits pour répondre aux besoins de développement / amélioration des produits pour le client.
Documenter clairement toute interaction avec les clients et mettre en œuvre des plans d’action proactifs pour résoudre les problèmes en suspens, au besoin.

 

Ce qu’il faut

  • Minimum de 5 ans d’expérience avec des clients de niveau entreprise dans un environnement de support technique
  • Expérience avec les produits de gestion de contenu d’entreprise tandis que les compétences des produits OpenText sont un atout.
  • Capacité d’établir, de gérer et de maintenir de solides relations avec les clients, tant internes qu’externes.
  • Capacité d’utiliser sa propre initiative pour résoudre des problèmes et obtenir les informations pertinentes nécessaires pour effectuer une tâche donnée
  • Un bilan de réussite démontrable avec des exemples d’approches proactives de la réussite des clients
  • Gestion de programme/projet et/ou titres de compétences ITIL souhaitables

 

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 accomodationrequests@opentext.com.

 

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office to maintain a safe workplace for our employees. 


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 »