Principal Cloud Service Manager

4 weeks ago

Richmond Hill, Canada Open Text Corporation Full time

**Principal Cloud Service Manager**:

- Req id: 31765- Richmond Hill, ON, CA**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**
This key position is responsible for overall support and strategic direction for large multi-national Managed Services clients. The Principal Cloud Service Manager will also have responsibility for growing executive relationships and fostering new opportunities.

The Principal Cloud Service Manager will instruct/direct a matrixed team including both local and remotely managed cross-functional staff. Responsibilities include oversight for day-to-day service delivery and service levels, project planning/execution, change management, and internal/external reporting. This individual reviews and approves all program deliverables, interprets the contract/SOW, reviews costs and commited deliverables language, serves as the primary escalation point for customer personnel, conduct regular/QBR governance meetings and owns the overall quality, delivery and customer satisfaction of the assigned client base.

The Principal Cloud Service Manager will serve as the primary point of contact for the client’s executive team.

**You Are Great At**
- Ensure mission critical requirements are met through thorough understanding of client’s requirements and objectives.
- Proactively identify revenue opportunities and align OT solutions with client’s strategic direction.
- Own customer from contract through steady state to include SPOC for delivery, change management, service level reporting, customer satisfaction and assisting with growing revenue within the customer.
- Leads the resolution of risks, including taking a lead role in organizing inter-departmental meetings and driving cross-functional issues to closure.
- Communicates and tracks best practice recommendations.
- Mitigate deviations to program plans and alerts leadership of any anomolies.
- Facilitates a positive and productive long-term relationship with client representing OT in all customer-facing communications. Professionally communicate to customer’s executives.
- Identifies areas of improvement and supports all existing contracted services.
- Correctly sets operational expectations with client.
- Negotiate client contracts and renewals and review client agreements on a regular basis.
- Partner with Field Sales and Customer Support to champion overall OT delivery consistency, client satisfaction and relationship growth.
- Meet annual incrementation opportunity growth targets.
- Write and review costs, SOW and CRs. Present and red line internally and externally.
- Responsible for overall delivery of new work, setups, deployments and customer satisfaction for client base.

**What It Takes**
- 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 leadership
- Knowledge of cloud hosting business models
- B2B e-commerce (EDI) knowledge
- General understanding of SWIFT, document types, SWIFT processes and sematics
- Understanding of Financial Services, IT security and connectivity concepts a plus
- Knowledge of version and change control best practices
- Ability to build long-term client relationships
- Proficient with MS Office tools
- Must have very strong interpersonal skills including a demonstrated ability to partner and manage complex relationships.
- Extensive customer/client facing 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.
- 5+ years of account/program management experience with a minimum 10 year work history
- Industry Experience:
- Financial Services industry experience a plus

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.

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