Cloud Service Manager - Paris, France - opentext

opentext

Entreprise vérifiée

Paris, France

il y a 3 semaines

Posté par:

Sophie Dupont

beBee Recruiter

Description

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:

The Cloud Service Manager drives, directs, and manages high profile Managed Services and TGMS programs for GXS strategic clients within the Client Delivery Management team.

The Cloud Service Manager will be the focal point for the customer relationship as it relates to delivery.

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 Cloud Service Manager uses best practice methodologies, processes, and tools to provide committed GXS services.

This role will entail reviewing and approving all program deliverables, interpreting the contract/SOW, serving as the primary escalation point for client personnel, and acting as the key resource held accountable for quality of delivery and customer satisfaction.

The Cloud Service Manager will work with Sales, Solutions Definitions, Product Marketing, Solutions Implementation, Engineering and Customer Support as appropriate to ensure all program deliverables and customer service levels are achieved.

What you will do:

Ensures the mission critical requirements of the customer are met through understanding of their business rquirements 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 senior role in organizing interdepartmental meetings to resolve customer issues and drive crossfunctional 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 longterm relationship with client(s) representing GXS in all customerfacing 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.
Any other responsibility as reasonably requested by line manager or other senior manager.

What it takes:

Ability to work cooperatively on and with a global team.
Ability to motivate a team in meeting a tight deadline and following standards.
Strong organizational and communications skills.
Strong customer facing skills & customer relationship experience.
Knowledge of componentbased architecture.
Knowledge of version control software.
Ability to gain and maintain trust and respect of clients.
Demonstrated track record of successfully planning and managing largerscale engagements through all stages of the program life cycle, from requirements gathering to production.
Proficient in MS Office tools.