Service Delivery Manager

Ref#: 14525

Function: Consulting

Location: Japan, Tokyo

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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 Delivery Manager will be the primary owner of the customer relationship. This key position is responsible for day-to-day operations management and meeting service level (SLA) commitments for our client’s by leading / influencing a matrixed team which may include local dedicated and remote leveraged staff. The Delivery Manager uses best practice methodologies, processes, and tools to provide committed GXS services. This individual reviews and approves all program deliverables, interprets the contract / SOW, serves as the primary escalation point for client personnel, and acts as the key resource held accountable for quality of delivery and customer satisfaction.

You are great at:

  • Ensures the mission critical requirements of the customer are met through thorough understanding of their business requirements and objectives
  • Charged with owning customer(s) from contract through steady state to include being the key contact for delivery, change management, service level reporting, customer satisfaction and assisting with growing revenue within the customer
  • Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve customer issues and drive cross-functional issues to closure
  • Tracks program progress, identifies and mitigates risks, maintains effective communication with all program stakeholders and provides detailed reports of progress against plan
  • Manages compliance with agreed service levels and contractual obligations, escalating to management when appropriate
  • Formulates and takes corrective actions to mitigate deviations to the program plans and alerts management of potential problems when appropriate
  • Facilitates a positive and productive long-term relationship with client(s) representing GXS in all customer-facing communications with complete professionalism
  • Identifies areas of improvement and supporting all existing contracted services
  • Correctly sets operational expectations with customers
  • Maintains and delivers regular program status updates and service performance via the customer dashboard

What it takes:

  • Strong communication skills: Native Japanese speaker with strong English oral and written communications skills
  • Degree holder in Computer Science or related discipline with minimum 7 years solid working experience
  • Strong leadership / managerial experience in professional services / consulting and Service
  • Must have B2B, EDI knowledge and Delivery Management experience
  • Strong business acumen, financial skills, metrics-driven
  • Results and execution oriented
  • Strong customer relationship experience
  • Strong team player; ability to partner with sales and other cross-functional organizations

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

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