Lead Cloud Service Manager

1 month ago

Reading, Reading, United Kingdom opentext Full time

OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your Impact

This is a great opportunity to be the pivotal program manager and relationship owner for assigned OpenText Cloud Managed Services during the Onboarding Phase. As a Cloud Service Manager (CSM), you'll accelerate customer go-live and optimize Cloud implementations. We're seeking an enthusiastic, customer-centric team player with excellent communication, organizational skills, and the ability to manage complex relationships across all organizational areas from account management to engineering and support.

What the role offers

  • Managing overall business management of the customer through weekly status calls, issue tracking reporting, and cross-functional communication with other OT teams (e.g., support, sales, product management).
  • Leading customer expectation management to prevent escalations; actively managing escalation processes to resolve issues and de-escalate accounts.
  • Developing and nurturing relationships across various levels within the customer's organization, including business, technical, and executive leadership.
  • Identifying customer needs for contract add-ons, renewals, upgrades, and value-added services, and coordinating with relevant OT contacts for execution.
  • Engaging in regular discussions to address customer concerns, ensuring service adjustments are made promptly to enhance overall satisfaction and positive perception.
  • Providing regular reports and status updates to customers and internal management, covering timelines, milestones, risks, issues, decisions, and overall project status.
  • Facilitating communication between teams for special circumstances, customer problems, and high-visibility service items to ensure timely resolution and client satisfaction.

What you need to succeed

  • Strong client focus and ability to operate at a senior manager level
  • Bachelor's degree in a technical or business discipline, or equivalent
  • Good communication skills in English; proficiency in other languages is a plus (e.g. German)
  • Minimum 5 years of experience in software deployment projects
  • Proven project management skills in a consulting environment
  • Familiarity with cloud technology and data center deployment; ITIL certification preferred
  • Experience in formal project management techniques (e.g., status reporting, budget/scope management, team leadership); PMP or Prince 2 preferred
  • Demonstrated ability in developing and implementing customer satisfaction improvement programs

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 chance to tackle an active role where every day offers new challenges and opportunities for process improvement. Join our supportive international team dedicated to global client success. If you're excited to make an impact and thrive in an energetic environment, we'd love to hear from you.

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 contact us at Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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