Delivery Management Support

Ref#: 15539

Function: Cloud Services

Location: Philippines, Makati City

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OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.

We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.

The Opportunity:

The role of the DMS is to serve a as a customer advocate in Manila.   This includes collaborating with cross-functional teams to make sure client requests are delivered on a timely manner and issues are resolved accordingly.  The DMS is assigned to support a set of Delivery Managers on shore and helps them out in the day-to-day operation to meet the customer needs.

You are great at:

  • Work with the Mapping & Integration teams to make sure MAC work requests are delivered based on the target SLA
  • Coordinate with the Delivery Managers, customers and/or delivery teams to negotiate for delivery dates if initial target cannot be met
  • Continuously monitor and provide status reports on the work items
  • Monitor customer tickets and help Delivery Managers drive ticket to closure by working with the Production Support teams and the customer.  The production support team will remain as the owner of the tickets.
  • Provide reports on ticket status
  • Work with clients whenever there are bad input data issues to avoid re-occurrence
  • Coordinate with cross –functional teams on bringing up quality and process issues and work with them to come up with recommended changes
  • Attends client meetings, when required, to give status updates on the requests and issues.

What it takes:

  • Educational Requirement:  A graduate of any four year course, preferably with Computer Science degree or equivalent experience
  • Min. requirement: 1-3 year experience in Customer Relationship Management
  • Excellent oral and written communication
  • Can work with minimal supervision
  • Self-motivated and can work under a delivery manager
  • Ability to handle multiple projects
  • Ability to organize tasks based on priority
  • Has good attention to details and follow up
  • Candidates should be able to provide examples  of prior work
  • Has good interpersonal skills
  • Willing to work either ASPAC, EMEA or US hours, depending on the requirement
  • Experience in handling small delivery projects is a plus; Preferably with EDI/B2B/E-commerce experience

At OpenText we understand and value diversity in our employees are proud to be an Equal Opportunity Employer

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