Cloud Service Manager

4 weeks ago

Hyderabad, Telangana, India OpenText Full time

Job Summary:

We are seeking a highly skilled Cloud Service Manager to join our team at OpenText. As a Cloud Service Manager, you will be responsible for providing overall business management of our customers, including weekly status calls, monthly SLA reporting, business reviews, issue tracking reporting, and cross-functional communication with other OT teams.

Key Responsibilities:

  • Provide overall business management of the customer, including weekly status calls, monthly SLA reporting, business reviews, issue tracking reporting, and cross-functional communication with other OT teams.
  • Manage customer expectations to avoid escalations, and follow the defined escalation management process if escalations do arise.
  • Define process diagrams, detailed procedures, other service offering-related artifacts, and measurement matrices for analysis, and plan a course correction.
  • Regularly discuss and address any customer concerns regarding overall service and satisfaction, making necessary adjustments, and ensuring that issues get the right attention from the OpenText management teams.
  • Facilitate communications between different teams where needed for special circumstances, customer problems, and high-visibility service items.
  • Support the onboarding of net-new cloud (single and hybrid) based customers.
  • Prepare kickoff agendas, set up monthly service reviews, review and agree on reporting templates, and work with the Customer Experience team to create and deliver relevant tailored customer outreaches that promote product usage, newsletters, customer user groups, webinars, etc.
  • Review contract documents, build books, and flag non-standard items.
  • Create and maintain a repository of customer-specific KPIs, requirements, customer contacts, environment details, etc., in Client Success.
  • Ensure ticketing tool setup with correct details for each customer.
  • Prepare and present service engagement models to customers.
  • Collaborate on go-lives.
  • Monitor mailboxes and respond to customers as needed.
  • Upgrade activities, follow-ups, and tracking.
  • Record and analyze deviations in availability reports and provide justifications.
  • Ensure overages are invoiced.
  • Be willing to work in shifts, preferably during NA hours.

Requirements:

  • Bachelor's degree in a technical or business discipline, or equivalent.
  • Strong client focus.
  • At least 3+ years of IT experience in service delivery roles, and any experience in a client-facing role within a software company is a plus.
  • Conversant in cloud technology and data center deployment. ITIL certification is preferred.
  • Knowledge of the OpenText Suite of products.
  • A level of comfort with creating and balancing fact-based analytics with real-world application.
  • Able to work independently with a positive problem-solving attitude.
  • Demonstrable experience in developing and rolling out customer satisfaction improvement programs.
  • Solid work ethic with a willingness to work overtime when required and willingness to work in shifts, preferably during NA hours.

About 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.

What We Offer:

  • A challenging role with no two days the same.
  • The opportunity to work with a great and supportive international team, looking after clients all over the world.
  • A chance to champion changes and improvements to our current processes where needed.

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