Manager, Service Delivery Management
OpenText Corp
Makati City, Philippines
7d ago


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 :

The Manager for Service Delivery Management sets the over-all delivery, productivity, and quality objectives of the Delivery Management practice.

You will manage the over-all delivery of Solution Management Accounts from analysis, development, QA to map integration.

You will ensure that the team delivers within the total number of Deliverable Units, as well as the target SLAs / SLAs, committed to the customer.

You are responsible for establishing and meeting measurable goals and delivering these with quality in alignment aligned with that of the Service Delivery, Professional Services and Manila SC Professional Services organizations as a whole.

You are great at :

  • Cascade the performance goals and measures down to the Practice team members. Ensure that the individual goals for the year are submitted, reviewed and approved in OHR in a timely manner.
  • Regularly analyze the Practice team’s delivery, productivity and quality metrics and proactively address any key performance indicator (KPIs) that deviate from the targets.
  • Review the Practice team members’ productivity (output vs capacity) performance on a weekly basis and motivate and push those who are not meeting their targets to deliver more without compromising quality.
  • Review the Practice team members’ individual performance metrics / scorecards and how close / far they are to / from meeting their goals.
  • Discuss and address any performance issues real time.

  • Work with the Practice Lead on identifying and implementing strategic initiatives that will help in realizing, if not exceeding, the set delivery, productivity and quality objectives.
  • Ensure that all management deliverables for the Practice team are submitted in a timely manner with high quality - Balanced Scorecard updates, Resource Management files and analysis, Defect Management analysis and action plans, CSI action plans, other RCAs and action plans, Rewards and Recognition nominations, BCP-related deliverables, etc.
  • Make sure that all the items in the RCAs and action plans are communicated to the leaders of the teams responsible for implementing the actions, if any of the items fall outside the Practice team’s realm of responsibility
  • Develop the team to become a cohesive and committed workforce both within the Practice team as well as working collaboratively with other Practice teams and non-Manila teams.
  • What it takes :

  • Has 8-10 years of professional work experience
  • Has at least 6 years of delivery experience in the IT industry
  • Has extensive experience in Resource Management, People Management, Performance Management and Mentoring and Coaching
  • Has managed a team of at least 10 people
  • Must have very strong interpersonal skills including a demonstrated ability to partner with others, and be able to manage conflicts or complex relationships
  • Must be willing to work on any shifts such as Americas and EMEA
  • At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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