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The Delivery Manager leads an assigned group of 10-15 Managed Services programs and/or accounts or a high profile dedicated account. The Delivery Manager is responsible for brokering the client’s move, add and change activity, ensuring delivery to commercial obligations and serving as a communication conduit for cross-functional OpenText teams. The position does not carry a sales quota and functions similarly to a Technical Account Manager. This position is a senior role and candidates are expected to perform in a highly autonomus manner while helping to ensure the success of other team members. Account assignments will reflect higher value and higher volume clients.
The Delivery Manager will be the client’s primary point of contact and owns the client’s delivery experience. This position is responsible for day-to-day operational oversight, service level adherence and solution/domain expertise. The Deliver Manager directs a matrixed delivery team including both regional and remote delivery staff. The Delivery Manager uses best practice methodologies, processes and tools to deliver OpenText services. The Delivery Manager reviews and approves all program deliverables and establishes communication and governance rhythm with the client.
You are great at:
Ensures the mission critical requirements of the client are met through understanding of their business requirements and objectives.
Owns client from go-live through steady state to include being the key contact for Professional Services delivery, change management, service level reporting, client satisfaction and assisting with growing revenue within the client.
Manages the resolution of risks, including taking a lead role in organizing inter-departmental meetings to resolve client 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.
Maintains and delivers regular program status updates and service performance via the client dashboard.
This individual works with Sales, Solutions Definitions, Product Marketing, Solutions Implementation, Engineering and Client Support to insure all program deliverables and client service levels are achieved.
What it takes:
Ability to work collaboratively with a global delivery team
Leadership skills to influence others and meet deadlines while maintaining high quality
Strong client facing skills and experience communicating to executive level
Knowledge of cloud hosting business models
Enterprise level account management
B2B e-commerce (EDI) knowledge a major plus
Ability to build long-term client relationships
Demonstrated track record of successfully planning and managing large scale enterprise engagements through all stages of the program life-cycle.
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.