Service Delivery Management

Ref#: 14561

Function: Cloud Services

Location: Philippines, Makati City

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ENABLING THE DIGITAL WORLD

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 Delivery Manager (DM)  is to serve 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. 

The DM may also be assigned to support Delivery Managers on shore if there is a business need due to availability of DM accounts and DMS team’s support capacity. 
This person will also provide recommendations and implement improvements in delivery management & support processes.  He is also expected to share his knowledge and experience to the team.


You are great at:

  • 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
  • Coordinates 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, for governance and to give status updates on the requests and issues
  • Manages and implements 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
  • Work with the clients to get MAC forecasts and collaborate with the delivery teams on this.
  • Improve overall customer experience for production and service delivery activities
  • Shares their knowledge on the processes, issue resolution and customer engagement experiences
  • Drive process improvement programs to help streamline or standardize geo-specific or team processes

What it takes: 

  • Educational Requirement:  A graduate of any four year course, preferably with Computer Science degree or equivalent experience
  • At least 6 years experience in Customer Relationship Management
  • Has previous experience in account ownership
  • Excellent oral and written communication
  • Excellent interpersonal and presentation skills
  • Can work with minimal supervision
  • Self-motivated
  • Ability to handle multiple projects
  • Ability to organize tasks based on priority
  • Has good attention to details and follow up
  • 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 delivery projects
  • Preferably with EDI/B2B/E-commerce experience


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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