Service Delivery Consultant

3 days ago


Makati City, National Capital Region, Philippines OpenText Full time

OpenText Makati, National Capital Region, Philippines

Service Delivery Consultant

The 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.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology and Analyst

Industries

Software Development

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