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Cloud Service Manager

2 months ago

Kitchener, Ontario, Canada OpenText Full time

Cloud Service Manager Summary: Manage customer onboarding, relationships, and cloud services delivery for multiple accounts, ensuring successful onboarding and customer satisfaction.

OpenText is a global leader in information management, where innovation, creativity, and collaboration are key components of our corporate culture. As a member of our team, you will have the opportunity to partner with highly regarded companies, tackle complex issues, and contribute to projects shaping the future of digital transformation.

Your Impact:

  • The Cloud Service Manager is responsible for successful onboarding of customers into the OpenText Cloud environment, managing client relationships during the onboarding phase at multiple assigned accounts.
  • Manage all customer-related onboarding activities per their defined scope and Service Level Agreement (SLA), escalating issues as needed to keep projects on target.
  • Facilitate communications between different teams for special circumstances, customer problems, and high-visibility service items, conducting interactive status meetings with customers.
  • Provide 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, providing Change Requests when required.
  • Identify opportunities and maximize services revenues within the customer base.
  • Motivate, develop, and mentor 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, including 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.

OpenText is a global community where trust is foundational, the bar is raised, and outcomes are owned. We foster collaboration, innovation, and personal growth, enriching our vibrant workplace.