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
/ Software Services
Functional Area: ITES
, Customer Service
Role Category: Senior Management
Role: Service Delivery Leader
Employment Type: Permanent Job, Full Time