Sr. Cloud Service Manager

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Hiring Manager: Sookah-Anne Delhomme

Talent Acquisition Advisor: Thorsten Henrich

Job Code Level: CVP3

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AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Come and join our Customer Success Team based in Reading with your commitment as a

Sr. Cloud Service Manager

YOUR IMPACT

You act as the program manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts based in the Middle East region.You are a trusted advisor and partner who understands the customer's business and strategy as it relates to their OT product portfolio.

Additionally, you ensure operational health, customer satisfaction, and that the customer is receiving maximum ROI of their OT Cloud Managed services investment.

WHAT THE ROLE OFFERS

• Providing overall business management of the customer, which includes weekly status calls, monthly SLA reporting and business reviews, issue tracking reporting, and cross-functional communication with other OT teams (i.e., support, sales, product management, etc.).
• Managing customer expectations such that escalations can be avoided. If escalations arise, you lead escalation management until the issues are resolved and the account is de-escalated.
• Managing relationships and interfacing at various levels within the customer's organization (i.e., business, technical, executive leadership).
• Identifying short and long-term strategies to assist in the growth and business objectives of the customer.
• Identifying new business opportunities, recommending products or services to improve customer satisfaction, and ROI.
• Conduct interactive status meetings with customers, cloud services operations, Professional Services, and the Commercial IT team to review ongoing activities and progress.

WHAT YOU NEED TO SUCCEED

• Bachelor's degree in a technical or business discipline, or equivalent
• Strong client focus - ability to operate at a senior manager level
• Conversant in cloud technology and data center deployment. ITIL certification preferred.
• Experience with formal project management techniques (i.e., formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership).
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs
• Able to work independently with a positive problem-solving attitude
• Solid work ethic
• Very good Arabic and English language skills, both written and spoken

Your main customers will be in the Middle East, therefore it will be required to work Sunday - Thursday, Arabian Standard Time with few travelling to the clients

ONE LAST THING:
OpenText is more than just a corporation; it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

This is a challenging role, with no two days the same, and we are looking to hire someone willing to embrace and champion changes and improvements to our current processes where needed. You'll be joining a great and supportive international team, looking after clients all over the world.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.