opentext
Location
Southfield, MI | United States
Job description
The Lead Cloud Service Manager leads an assigned group of enterprise level Managed Services programs and/or accounts. These accounts often have multiple geographic divisions requiring support. The Lead Cloud Service Manager will be considered a global DM for the overall account and may work with Lead Cloud Service Manager(s) in another geos. The Lead Cloud Service Manager is responsible for brokering the client’s move, add and change activity, ensuring delivery to commercial obligations and serving as a communication conduit for cross-functional OpenText teams. The position does not carry a sales quota and functions similarly to a Technical Account Manager. This position is a senior role and candidates are expected to perform in a highly autonomus manner while helping to ensure the success of other team members. This position may lead strategic internal or external projects in addition to their normal account demand.
The Lead Cloud Service Manager will be the client’s primary point of contact and owns the client’s delivery experience. This position is responsible for day-to-day operational oversight, service level adherence and solution/domain expertise. The Deliver Manager directs a matrixed delivery team including both regional and remote delivery staff. The Lead Cloud Service Manager uses best practice methodologies, processes and tools to deliver OpenText services. The Lead Cloud Service Manager reviews and approves all program deliverables and establishes communication and governance rhythm with the client.
MAIN RESPONSIBILITIES
• Ensures the mission critical requirements of the client are met through thorough understanding of their business requirements and objectives.
• Owns client from go-live through steady state to include being the key contact for Professional Services delivery, change management, service level reporting, client satisfaction and assisting with growing revenue within the client.
• Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve client issues and drive cross-functional issues to closure.
• Tracks program progress, identifies and mitigates risks, maintains effective communication with all program stakeholders and provides detailed reports of progress against plan.
• Manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate.
• Formulates and takes corrective actions to mitigate deviations to the program plans and alerts management of potential problems (as appropriate). Facilitates a positive and productive long-term relationship with client(s) representing OpenText in all client-facing communications with complete professionalism.
• Identifies areas of improvement and supports all existing contracted services.
• Correctly sets operational expectations with clients.
• Maintains and delivers regular program status updates and service performance via the client dashboard.
• This individual works with Sales, Solutions Definitions, Product Marketing, Solutions Implementation, Engineering and Client Support to insure all program deliverables and client service levels are achieved.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge:
• Ability to work collaboratively with a global delivery team
• Leadership skills to influence others and meet deadlines while maintaining high quality
• Proven organizational skills and ability to work in an autonomous manner
• Strong client facing skills and experience communicating to C-level executives
• Knowledge of cloud hosting business models
• Experience leading initiatives for multi-national enterprises
• B2B e-commerce (EDI) knowledge a major plus
• Knowledge of version and change control best practices
• Ability to build long-term client relationships
• Proficient with MS Office tools
• Spanish language skills a plus
Education and Experience:
• Bachelors Degree in Management Information Systems or similar discipline combining business and technical concentrations.
• Demonstrated track record of successfully planning and managing large scale enterprise engagements through all stages of the program life-cycle.
• Experience and desire to work in a fast-moving, client-facing environment with a group of talented individuals.
• Previous lead generation and/or sales experience a plus
• 5+ years of account/program management experience with a minimum 10 year work history
Industry Experience:
• Automotive, Retail/CPG, High Tech, Pharma/Heath or Financial Services experience a plus
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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected] .
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