Service Delivery Manager

Ref#: 23056

Function: Cloud Services

Location: Japan, Tokyo

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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:

he 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

Managed Services experience preferred

ITIL and PMP certification preferred

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

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