Service Manager

OPENTEXT
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.

YOUR IMPACT

As a Service Manager, you are responsible for successfully onboarding customers into the OpenText environment. It includes management of client relationships from a services delivery perspective at multiple, assigned accounts. You will work closely with Account Managers, the Professional Services team, the Cloud Delivery team, and the Commercial IT team to deliver the contracted Services to the customer. Your focus is on delivering service that meets SLA and delivers high customer satisfaction as well as developing relationships and teams to continue to deliver quality service.

WHAT THE ROLE OFFERS

• Act as a single point of contact for the customers and conduct regular meetings, deliver reports, and manage escalations.
• Coordinate service delivery activities across our internal delivery teams.
• Regularly review incident queues and liaise with delivery teams to ensure incidents are handled within service guidelines.
• Manage change requests.
• Identify opportunities to maximize service revenues within assigned customer engagements.
• Motivate, develops and mentor other service delivery staff.

WHAT YOU NEED TO SUCCEED

• Bachelor’s degree in a technical or business discipline, or equivalent.
• 3+ years of experience in the IT industry.
• Strong client focus and the ability to operate at a senior management level.
• Proven project management skills with demonstrated experience in a consulting environment.
• ITIL certification is preferred.
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs.
• Experience in leading and managing teams (including matrix management) within an offshore environment.
• Ability to fluently communicate with customers in English and German languages (>= B2 level).

ONE LAST THING

OpenText is more than just a corporation; its a global community where trust is foundational, the bar is raised, and outcomes are owned.

This is a chance to enhance our customers’ onboarding experience as a Service Manager.

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OpenTexts 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 hr@opentext.com.