The opportunity :
The role of a Cloud Service Manager (Service Delivery Management) is to manage the end-to-end delivery in Manila. This includes collaborating with cross-functional teams to make sure client requests are delivered on a timely manner and issues are resolved accordingly.
You are great at :
Move / Add / Change (M / A / C) work delivery : Work with the Mapping & Integration teams to make sure MAC work requests are delivered within the target SLA;
Coordinate with the Delivery Managers, customers and / or delivery teams to negotiate for delivery dates if initial target cannot be met;
Continuously monitor and provide status reports on the work items.
Production Ticket closure : Monitor customer tickets and help Delivery Managers drive ticket to closure by working with the Production Support teams and the customer.
The production support team will remain as the owner of the tickets; Provide reports on ticket status; Work with clients whenever there are bad input data issues to avoid re-occurrence.
Quality and Process Improvement : Coordinate with cross functional teams on bringing up quality and process issues and work with them to come up with recommended changes.
Environment Changes : Coordinates with clients and with internal teams to make sure that environment changes are done as per plan and schedule;
Coordinate with clients for any planned or unplanned changes on the OpenText environment.
Quotation and Billing : Manage and implement the process from quotation of work down to billing.
Contract Compliancy : Makes sure that services are provided to the client as specified in the contract.
Revenue Growth : Looks for possible opportunities to get new MAC work or other requests that can help increase revenue.
What it takes :
A graduate of any four year course, preferably with Computer Science degree.
5-7 year experience in Customer Relationship Management.
Has previous experience in account ownership.
Can take ownership of an account and be accountable for the over-all performance for the project.
Willing to work either ASPAC, EMEA or US hours, depending on the requirement.
Experience in handling small delivery projects; Preferably with EDI / B2B / E-commerce experience.