Service Delivery Consultant
3 days ago
OpenText Makati, National Capital Region, Philippines
Service Delivery ConsultantThe opportunity:
The role of a Cloud Service Delivery Manager (internal job title) is to manage the end-to-end delivery in Manila. This includes collaborating with cross-functional teams to ensure client requests are delivered on time and issues are resolved accordingly.
You are great at:
- Move/Add/Change (M/A/C) work delivery: Work with the Mapping & Integration teams to make sure MAC work requests are delivered within the target SLA; Coordinate with the Delivery Managers, customers and/or delivery teams to negotiate for delivery dates if initial target cannot be met; Continuously monitor and provide status reports on the work items.
- Production Ticket closure: Monitor customer tickets and help Delivery Managers drive ticket to closure by working with the Production Support teams and the customer. Provide reports on ticket status; Work with clients whenever there are bad input data issues to avoid re-occurrence.
- Quality and Process Improvement: Coordinate with cross-functional teams on bringing up quality and process issues and work with them to come up with recommended changes.
- Environment Changes: Coordinates with clients and with internal teams to make sure that environment changes are done as per plan and schedule; Coordinate with clients for any planned or unplanned changes on the OpenText environment.
- Quotation and Billing: Manage and implement the process from quotation of work down to billing.
- Contract Compliancy: Makes sure that services are provided to the client as specified in the contract.
- Revenue Growth: Looks for possible opportunities to get new MAC work or other requests that can help increase revenue.
What it takes:
- A graduate of any four-year course such as Computer Science degree.
- At least 8 years experience in Customer Relationship Management.
- Has previous experience in account ownership.
- Can take ownership of an account and be accountable for the overall performance of the project.
- Willing to work either ASPAC, EMEA or US hours, depending on the requirement.
- Experience in handling small delivery projects.
Mid-Senior level
Employment typeFull-time
Job functionInformation Technology and Analyst
IndustriesSoftware Development
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