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Cloud Service Manager

2 months ago

Kitchener, Ontario, Canada OpenText Full time
About the Role

As a Cloud Service Manager at OpenText, you will play a critical role in ensuring the successful onboarding of customers into our cloud environment. This involves managing client relationships during the onboarding phase at multiple assigned accounts, working closely with cross-functional teams to deliver contracted cloud services to customers.

Key Responsibilities
  • Manage all customer-related onboarding activities, adhering to defined scope and Service Level Agreements (SLAs).
  • Escalate issues as needed to maintain project timelines and ensure customer satisfaction.
  • Facilitate communication between teams for special circumstances, customer problems, and high-visibility service items.
  • Conduct interactive status meetings with customers to ensure transparency and satisfaction.
  • 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, and provide Change Requests when required.
  • Identify opportunities to maximize services revenues within the customer base.
  • Motivate, develop, and mentor other service delivery staff.
Requirements
  • Strong customer focus, with the 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.
About OpenText

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. We partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace. We are committed to building an inclusive work environment that values diversity and promotes equality of opportunity.