Cloud Service Manager
OpenText Corp
Makati City, PH
1d ago

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
  • Must be willing to work on a US shift
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