Delivery Management Support

Ref#: 16268

Function: Cloud Services

Location: Philippines, Makati City

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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:

The role of the Delivery Management Support 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 DM is assigned to a set of accounts and is accountable to the over-all service delivery for these customers. Aside from this, he/she may serve as an escalation point for the team. Depending on the organizational structure, he/she may supervise the team as well.

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 customers and delivery teams to negotiate for delivery dates if initial target cannot be met
• Continuously monitor and provide status reports on the work items
• Monitor high severity customer tickets and help drive them to closure by working with the Production Support teams and the customer
• 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 or improvement plans
• Coordinates with clients and with internal teams to make sure that environment changes are done as per plan and schedule
• Coordinate with clients for any planned or unplanned changes on the GXS environment
• Manage and implement the process from quotation of work down to billing
• Makes sure that services are provided to the client as specified in the contract
• Looks for possible opportunities to get new MAC work or other requests that can help increase revenue
• Improve overall customer experience for production and service delivery activities

What it takes:

• Educational Requirement: A graduate of any four year course, preferably with Computer Science degree or equivalent experience
• Min. requirement: at least 6 years experience in Customer Relationship Management
• Has previous experience in account management
• Ability to handle multiple projects
• Ability to organize tasks based on priority
• Can take ownership of an account and be accountable for the over-all performance for the project
• Willing to work either ASPAC, EMEA or US hours, depending on the requirement
• Experience in handling small –mid size delivery projects; Preferably with EDI/B2B/E-commerce experience

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

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