Principal Cloud Service Manager - Richmond Hill, Canada - Open Text Corporation

Open Text Corporation

Verified Company

Richmond Hill, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Principal Cloud Service Manager:

Req id: Richmond Hill, ON, CA
OPENTEXT
THE INFORMATION COMPANY

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
This key position is responsible for overall support and strategic direction for large multi-national Managed Services clients. The Principal Cloud Service Manager will also have responsibility for growing executive relationships and fostering new opportunities.

The Principal Cloud Service Manager will instruct/direct a matrixed team including both local and remotely managed cross-functional staff. Responsibilities include oversight for day-to-day service delivery and service levels, project planning/execution, change management, and internal/external reporting.

This individual reviews and approves all program deliverables, interprets the contract/SOW, reviews costs and commited deliverables language, serves as the primary escalation point for customer personnel, conduct regular/QBR governance meetings and owns the overall quality, delivery and customer satisfaction of the assigned client base.

The Principal Cloud Service Manager will serve as the primary point of contact for the client's executive team.

You Are Great At

Ensure mission critical requirements are met through thorough understanding of client's requirements and objectives.
Proactively identify revenue opportunities and align OT solutions with client's strategic direction.
Own customer from contract through steady state to include SPOC for delivery, change management, service level reporting, customer satisfaction and assisting with growing revenue within the customer.
Leads the resolution of risks, including taking a lead role in organizing interdepartmental meetings and driving crossfunctional issues to closure.
Communicates and tracks best practice recommendations.
Mitigate deviations to program plans and alerts leadership of any anomolies.
Facilitates a positive and productive longterm relationship with client representing OT in all customerfacing communications. Professionally communicate to customer's executives.
Identifies areas of improvement and supports all existing contracted services.
Correctly sets operational expectations with client.
Negotiate client contracts and renewals and review client agreements on a regular basis.
Partner with Field Sales and Customer Support to champion overall OT delivery consistency, client satisfaction and relationship growth.
Meet annual incrementation opportunity growth targets.
Write and review costs, SOW and CRs. Present and red line internally and externally.
Responsible for overall delivery of new work, setups, deployments and customer satisfaction for client base.

What It Takes

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 executive level leadership
Knowledge of cloud hosting business models
B2B ecommerce (EDI) knowledge
General understanding of SWIFT, document types, SWIFT processes and sematics
Understanding of Financial Services, IT security and connectivity concepts a plus
Knowledge of version and change control best practices
Ability to build longterm client relationships
Proficient with MS Office tools
Must have very strong interpersonal skills including a demonstrated ability to partner and manage complex relationships.
Extensive customer/client facing 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 lifecycle.
Experience and desire to work in a fastmoving, clientfacing environment with a group of talented individuals.
5+ years of account/program management experience with a minimum 10 year work history
Industry Experience:
Financial Services industry experience a plus

Subject to applicable laws and regulations, OpenText's global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office.

Accommodations may be available for specific roles.