Cloud 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:

The Cloud Service Manager is responsible for successful onboarding of customer into the OpenText Cloud environment. It includes management of client relationship during onboarding phase at multiple, assigned accounts. Candidate will work closely with Account Manager, Principal Onboarding Lead, Professional Services team, Cloud Delivery team, and Commercial IT team to deliver the contracted cloud services to customer.

What the role offers:

• Cloud Service Manager is responsible to successfully onboard new customers into the OpenText cloud environment. Will manage customer relationships during onboarding phase of multiple assigned accounts.
• Manage all customer related onboarding activities per their defined scope and SLA. Escalate issues as needed to keep projects on target. Proactively work to resolve issues that may impact customer satisfaction or SLA.
• Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items. Conduct interactive status meetings with customers.
• Provides expert incident and problem management for high impact and critical customer issues.
• Define and/or verify scope and delivery parameters in proposals and statements of work and provide Change Requests when required. Identifies opportunities and maximizes services revenues within customer base.
• Motivates, develops and mentors other service delivery staff.

What you need to Succeed:

• Strong customer focus - ability to operate at a senior manager level.
• Bachelor's degree in a technical or business discipline, or equivalent.
• Required 5 years' experience in software deployment projects with enterprise customers.
• 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 leading and managing teams (including matrix management) within an offshore environment.

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in shaping the future of content management solutions. Apply now and be part of our exciting journey at OpenText!

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.