Manager, Service Delivery Management

Ref#: 14204

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’ 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.
  • Drive continuous improvement initiatives that will result in more effective planning, execution, monitoring and control of the Practice team’s deliverables for the SM customers.
  • Ensure consistent and successful delivery of work units owned by the Practice team.
  • Assist the Project Managers and Team Leads in resolving SM delivery issues that cannot be resolved at their levels. Escalate risks and issues that cannot be mitigated or resolved at the Practice Manager level to the Practice Lead, Global Mapping Program Director, or the Professional Services global quality manager and present recommendations.
  • 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.
  • Make sure that all the items in the RCAs and action plans are communicated to the leaders of the teams responsible for implementing the actions, if any of the items fall outside the Practice team’s realm of responsibility
  • Develop the team to become a cohesive and committed workforce both within the Practice team as well as working collaboratively with other Practice teams and non-Manila teams.

What it takes:


  • Has 8-10 years of professional work experience
  • Has at least 6 years of delivery experience in the IT industry and at least 2 years of management experience (including project and people management)
  • Has managed a team of at least 10 people
  • 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
  • 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
  • MUST BE WILLING TO WORK ON MID SHIFT OR EARLY US SHIFT


At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation in completing the application process please email accommodationrequests@opentext.com

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