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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