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 opportunity :
The Service Deliver Manager is responsible for successful on boarding of customer into the OpenText Cloud environment. It includes management of client relationship from a services delivery perspective at multiple, assigned accounts.
Service Delivery Manager will work closely with Account Manager, Professional Services team, Cloud Delivery team, and Commercial IT team to deliver the contracted cloud services to customer.
Accountable for ensuring customer is on boarded into Cloud environment and successfully using the service with high customer satisfaction.
Service Management and Governance; produce and deliver monthly service delivery reports and conduct regular service review and governance meetings, Act as the management point of contact for all service related matters including first level escalation management and Coordinate services delivery activities across OpenText Internal delivery teams.
Incident Management; Regularly review Incident queues and liaise with delivery teams to ensure Incidents are handled within service guidelines.
Problem Management; Facilitate Problem Management for major Incidents and conduct Root Cause Analysis reviews with customers.
Request Fulfillment; Regularly review requests queues and liaise with the delivery teams to ensure service guidelines are met and Manage the receipt and delegation of non-standard requests that are out of scope of the services agreement.
Change Management; Manage all Change Requests raised by the Customer through predefined Change Management processes and Effectively communicate OpenText driven Changes with the Customer to ensure maintenance activities are coordinated and service disruption is minimized.
Release Management; Ensure Application Releases are coordinated and executed in a planned manner in accordance with predefined Release Management process.
Availability Management; Oversee the performance of routine administration and capacity planning activities, Identify opportunities to maximize services revenues within assigned customer engagements and Motivate, develop and mentor other service delivery staff.
You are great at :
Strong in client focus and able to operate at a senior management level.
Delivering service that meets SLA and delivers high customer satisfaction.
Developing relationships and teams to continue to deliver quality service.
What it takes :
Ideally educated at Bachelor’s degree in a technical or business discipline, or equivalent.
More than 5 years’ experience in the IT industry.
Proven project management skills with demonstrated experience in a consulting environment
Conversant in cloud technology and data center deployment. ITIL certification preferred.
Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget / scope management and change controls, and project team direction and technical leadership). PMP preferred.
Demonstrable experience in developing and rolling out customer satisfaction improvement programs.
Significant experience of coordinating teams (including matrix management) within an offshore environment.
Able to work independently with positive problem-solving attitude.
Solid work ethic with a willingness to work overtime.
Willingness to travel as needed (estimated 5%).
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.