Cloud Service Manager

4 months ago

Waterloo, Canada Open Text Corporation Full time

**Req id**:42602- Waterloo, ON, CA
- Ottawa, ON, CA
- Richmond Hill, ON, CA

**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**:
**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'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.

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