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Lead Cloud Service Manager

2 months ago

Reading UK, Berkshire, 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 become the key relationship owner for OpenText Cloud Managed Services accounts, acting as a trusted advisor and partner. As a Cloud Service Manager (CSM), you will ensure operational health, customer satisfaction, and maximize ROI on OT Cloud Managed Services investments. 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 operations for the customer, including weekly status calls, monthly SLA reporting, business reviews, issue tracking, and cross-functional communication.
  • Leading escalation management to resolve issues and de-escalate accounts, ensuring customer expectations are met to avoid escalations.
  • Developing and maintaining relationships at various levels within the customer's organization, including business, technical, and executive leadership.
  • Identifying and implementing short and long-term strategies to support customer growth and business objectives.
  • Discovering new business opportunities and recommending products or services to enhance customer satisfaction and ROI.
  • Addressing customer concerns regularly, making necessary adjustments to ensure service satisfaction and a positive customer perception.
  • Conducting interactive status meetings with customers and internal teams to review ongoing activities and progress.
  • Providing regular reports and status updates to customers and internal management, covering timelines, milestones, risks, issues, and overall status.


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.