Sr. Cloud Service Manager

** Sr. Cloud Service Manager**

Req id: 26194 Carbondale, IL, US Virtual, US Tampa, FL, US Alpharetta, GA, US

**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 Delivery Manager leads an assigned group of 10-15 Managed Services programs and/or accounts. The Delivery Manager is responsible for brokering the clients move, add and change activity, ensuring delivery to commercial obligations and serving as a communication conduit for cross-functional OpenText teams. The position does not carry a sales quota and functions similarly to a Technical Account Manager. This position is a senior role and candidates are expected to perform in a highly autonomus manner while helping to ensure the success of other team members. Account assignments will reflect higher value and higher volume clients.

The Delivery Manager will be the clients primary point of contact and owns the clients delivery experience. This position is responsible for day-to-day operational oversight, service level adherence and solution/domain expertise. The Deliver Manager directs a matrixed delivery team including both regional and remote delivery staff. The Delivery Manager uses best practice methodologies, processes and tools to deliver OpenText services. The Delivery Manager reviews and approves all program deliverables and establishes communication and governance rhythm with the client.

**You Are Great At**

Ensures the mission critical requirements of the client are met through thorough understanding of their business requirements and objectives.

Owns client from go-live through steady state to include being the key contact for Professional Services delivery, change management, service level reporting, client satisfaction and assisting with growing revenue within the client.

Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve client issues and drive cross-functional issues to closure.

Tracks program progress, identifies and mitigates risks, maintains effective communication with all program stakeholders and provides detailed reports of progress against plan.

Manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate.

Formulates and takes corrective actions to mitigate deviations to the program plans and alerts management of potential problems (as appropriate). Facilitates a positive and productive long-term relationship with client(s) representing OpenText in all client-facing communications with complete professionalism.

Identifies areas of improvement and supports all existing contracted services.

Correctly sets operational expectations with clients.

Maintains and delivers regular program status updates and service performance via the client dashboard.

This individual works with Sales, Solutions Definitions, Product Marketing, Solutions Implementation, Engineering and Client Support to insure all program deliverables and client service levels are achieved.

**What It Takes**

Knowledge:

Ability to work collaboratively with a global delivery team

Leadership skills to influence others and meet deadlines while maintaining high quality

Proven organizational skills and ability to work in an autonomous manner

Strong client facing skills and experience communicating to executive level

Knowledge of cloud hosting business models

Enterprise level account management

B2B e-commerce (EDI) knowledge a major plus

Knowledge of version and change control best practices

Ability to build long-term client relationships

Proficient with MS Office tools

Spanish language skills a plus

Education and Experience:

Bachelors Degree in Management Information Systems or similar discipline combining business and technical concentrations.

Demonstrated track record of successfully planning and managing large scale enterprise engagements through all stages of the program life-cycle.

Experience and desire to work in a fast-moving, client-facing environment with a group of talented individuals.

Previous experience with team and/or major account leadership preferred

3-5 years of previous account/program management experience with a minimum 10 year work history

Industry Experience:

Automotive, Retail/CPG, High Tech, Pharma/Heath or Financial Services experience a plus

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, OpenTexts 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.

Its 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.**