Manager, Professional Services

Ref#: 15367

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 Manager for SC Delivery Management sets the over-all delivery, productivity, and quality objectives of the Delivery Management practice. He/she manages the over-all delivery of Solution Management Accounts from analysis, development, QA to map integration. He/she ensures that the team delivers within the total number of Deliverable Units, as well as the target SLAs/SLAs, committed to the customer. He/she is responsible for establishing and meeting measurable goals and delivering these with quality in alignment aligned with that of the Service Delivery, Professional Services and Manila SC Professional Services organizations as a whole.


You are great at:


  • Cascade the performance goals and measures down to the Practice team members. Ensure that the individual goals for the year are submitted, reviewed and approved in OHR in a timely manner.
  • Regularly analyze the Practice team’s delivery, productivity and quality metrics and proactively address any key performance indicator (KPIs) that deviate from the targets.
  • Review the Practice team members’ productivity (output vs capacity) performance on a weekly basis and motivate and push those who are not meeting their targets to deliver more without compromising quality.
  • Review the Practice team members’ individual performance metrics / scorecards and how close / far they are to / from meeting their goals. Discuss and address any performance issues real time.
  • Closely work with the Practice Lead on defining and implementing the Professional Development and Career Growth program for the Practice team. Ensure the Practice team members’ timely completion of all prescribed training courses.
  • Regularly review the Demand pipeline for the Practice team and evaluate against capacity.
  • Analyze resource gaps or surplus and formulate a resourcing strategy that will continuously satisfy both business need and utilization objectives.
  • Help in identifying risks pertaining to the SM accounts and work requests that the Practice team members are involved in and work with the Practice Lead, Project Managers, or Mapping CoE to ensure that risks are effectively managed.
  • Ensure that all management deliverables for the Practice team are submitted in a timely manner with high quality - Balanced Scorecard updates, Resource Management files and analysis, Defect Management analysis and action plans, CSI action plans, other RCAs and action plans, Rewards and Recognition nominations, BCP-related deliverables, etc.

What it takes:


  • Has 8-10 years of professional work experience. At least 6 years of delivery experience in the IT industry. At least 4 years of management experience (including project and people management )
  • Is a dynamic problem solver with customer focus
  • Has the ability to motivate and lead the team to meet challenging goals
  • Has experience in Resource Management, People Management, Performance Management and Mentoring and Coaching
  • Is detail-oriented but at the same time keeps tabs on the big picture
  • Must have very strong interpersonal skills including a demonstrated ability to partner with others, and be able to manage conflicts or complex relationships
  • Open to work on either on mid shift or night shift


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

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