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Cloud Service Delivery Manager

10 - 11 YearsBengaluru

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Not Disclosed by RecruiterPosted: 55 days agoJob Applicants: 142Job Views: 872
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Job Description

The opportunity:

The Service Deliver Manager (SDM) is responsible for successful onboarding of customer into the OpenText Cloud environment. It includes management of client relationship from a services delivery perspective at multiple, assigned accounts. SDM will work closely with Account Manager, Professional Services team, Cloud Delivery team, and Commercial IT team to deliver the contracted cloud services to customer.
SDM is focused on:
Delivering service that meets SLA and delivers high customer satisfaction
Developing relationships and teams to continue to deliver quality service

You are great at:

Accountable for ensuring customer is on boarded into Cloud environment and successfully using the service with high customer satisfaction
Manage all the customer related onboarding activities into cloud and continue to provide consistent quality service throughout their contract period as per their defined scope and SLA.
Conduct interactive status meetings with customers, cloud services operations, Professional Services, and Commercial IT team to review ongoing activities and progress.
Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.
Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.
Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
Escalate issues, as needed, to keep projects on target (within established parameters) and proactively work to resolve issues that may impact customer satisfaction or SLA.
Define and/or verify scope and delivery parameters in proposals and statements of work and provide Change requests when required.
Identifies opportunities and maximizes services revenues within customer base
Motivates, develops and mentors other service delivery staff.

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Senior Management
Role: Service Delivery Leader
Employment Type: Permanent Job, Full Time

Desired Candidate Profile

What it takes:

Strong client focus - ability to operate at a senior manager level
Bachelors degree in a technical or business discipline, or equivalent
At least 10 years experience in software deployment projects
Good understanding of Enterprise Information Management solutions & application lifecycle
Proven project experience on technical implementation, customization, migration, production support and maintenance etc for EIM solutions with OpenText Content Server is mandatory (experience with additional products such as Documentum, TeamSite/LiveSite, Captiva, Process Suit would be added advantage.)
Proven project management skills with demonstrated experience in a consulting environment
Conversant in cloud technology and data center deployment. ITIL certification preferred.
Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership). PMP preferred.
Demonstrable experience in developing and rolling out customer satisfaction improvement programs
Significant experience of leading and managing teams (including matrix management) within an offshore environment
Able to work independently with positive problem solving attitude
Solid work ethic with a willingness to work overtime
Willingness to travel as needed (estimated 5-10%).
Education:UG -Any Graduate - Any Specialization, B.B.A / B.M.S - Management, B.Tech/B.E. - Any Specialization

Doctorate - Doctorate Not Required

Company Profile

Opentext Technologies India Pvt. Ltd
Open Text™ is the world's largest independent provider of Enterprise Content Management software. The Company's solutions manage information for all types of business, compliance and industry requirements in the world's largest companies, government agencies and professional service firms. Open Text supports approximately 46,000 customers and millions of users in 114 countries and 12 languages.
Open Text offers an attractive and unique opportunity to be part of one of the fastest growing success stories in the Information Technology sector. Our talented and innovative team creates solutions that truly influence the way leading organizations do business. Imagine having the resources to influence tomorrow's reality today, learning from the industries top talent and having fun while you do it! We are looking for people who think outside the box, dream big, thrive on change and innovate for today and tomorrow - people a lot like you.
At Open Text we believe in the diversity of our work force. Our people are our number one winning strategy which is why we strive to attract and retain the very best the industry has to offer. We are proud to offer excellent benefits, a high performance culture, challenging work and highly competitive financial rewards.
We currently have a wide range of attractive opportunities whether you are a new grad or a seasoned professional. Explore the opportunities, choose Open Text, be part of the story. Let your journey begin.
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Contact Details

Recruiter Name:HR

Contact Company:Opentext Technologies India Pvt. Ltd

Reference Id:17250