Managed Service Delivery Manager

Ref#: 19970

Function: Consulting

Location: United Kingdom, Reading

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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 Managed Services team deliver Optimize and Managed Service Programs to our customers. These programs over-riding purpose are bespoke to each customer, tailored to meet their specific requirements. The program framework consists of a
objective of the department as mix of Assist and Manage services built up from an extensive service catalog covering the entire OT product it contributes to the greater
organization. range.
A Managed Service Program is a Personalised, Proactive and Preventative program of work delivered by the Experts - thus ensuring the customer can maintain a smooth and optimally running OpenText platform.

You are great at:

The Managed Services Delivery Manager serves as the single point of contact for customers who subscribe to over-riding purpose or such a Program. A DM will typically have sole responsibility for delivery within a number of customers objective of the role.
Increasingly a number of these customers may be OpenText cloud customers, in which case the DM continues to play an integral & crucial part of the overall customer success.
The DM will become familiar with the complete business and technical environment in which each of their customers uses our software, being the focal point for all calls from the customer in order to ensure the highest level of service, effectively a single point of contact between the customer and OpenText .
As the DM you will be responsible for the delivery of all the services agreed in the program, aligned to ITIL methodology.
Be responsible for the renewal of running program(s)
Become the single point of contact for anything the customer may need of Open Text ensuring clear communication and effective escalation
Serve as a point of escalation, managing the escalation through resource assignments coordination between the different Open Text and customer departments/teams.
Carry out priority ticket handling and monitoring and ensure each ticket is assigned to the appropriate.
priority and follow the ticket through to its conclusion.
To manage the scheduling and delivery of all consultancy defined within the program, including onsite visits of the Technical Specialists.
To provide regular updates to the customer on the progress of open tickets. The time interval for these updates will depend on the severity/complexity of the issue.
To keep the customer apprised of any relevant information, such as technical tips, product bulletins, or product updates.
To know and track all modifications which have been made to the standard product. This will include customisations whether made by OpenText, the customer or 3rd parties.
To facilitate open communication between the customer and other departments within OpenText.
To clearly document all interaction with customers and implement plans of action towards resolving outstanding issues, as required.

What it takes:

Understanding of OpenText ECM / ECD/ CEM Product stack

3+ years experience working within OpenText or a similar Software organisation , preferably in a role in
one or more of the following areas:
* Customer Support / Renewals
* Professional Services
* Technical Services
* Sales / Account Development

Basic working knowledge of the EIM technologies Strong interpersonal and people management skills
Understanding of Service Management to ITIL definitions
Strong attention to detail and demonstrable strength in planning
Ability to build and manage strong customer relationships, both internal and external
Ability to use own initiative to resolve problems and to obtain relevant information needed to perform a given task
Self motivated individual used to working in an isolated environment without close direction

Special Working
The role is expected to be based up to 3 days a week at customer sites, with the remainder of time at the
Conditions/Demands
most convenient OpenText office in the UK (eg London or Reading).
(optional): ie: overtime, on

call support, heaving lifting,
There may be occasional need to work outside of conventional hours (either due to the customer undertaking
etc.
work out of hours that requires DM involvement, or to co-ordinate with worldwide Open Text teams in
different time zones).

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

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