Cloud Service Manager
OpenText
Makati City, National Capital Region (NCR), PH
3d 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
  • At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

    OPENTEXT - THE INFORMATION COMPANY

    Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries.

    Join us and be part of a winning team, where the opportunities for your career are limitless.

    From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries.

    Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

    It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance.

    Perks

    If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards.

    Benefits

    Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness / fitness reimbursement and time off to volunteer.

    Social events

    With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected.

    Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.

    Corporate Citizenship

    Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business.

    Through numerous volunteer initiatives, we support education and innovation for global change.

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