YOUR IMPACT
As a Senior Service Manager, you will lead end‑to‑end service delivery for strategic enterprise customers, shaping service excellence across a global portfolio. You’ll act as a senior escalation point, a strategic advisor, and a driver of service transformation—enhancing customer satisfaction, operational performance, and long‑term business value.
WHAT THE ROLE OFFERS
* As a Senior Service Manager, you will be owning the end‑to‑end delivery of managed services at scale, ensuring consistent achievement of SLAs, KPIs, and agreed service quality targets
* Leading and facilitating Quarterly Business Reviews (QBRs), service reviews, and ongoing senior stakeholder engagements
* Acting as escalation owner for major service issues and customer escalations
* Using service performance data and metrics to identify issues, explain outcomes, and drive continuous service improvements
* Leading global and matrixed delivery teams, including offshore resources
* Leading service & technology transformation initiatives
WHAT YOU NEED TO SUCCEED
* Bachelor’s degree in IT, Business, or related field
* 10–15+ years’ experience in IT Service Management with enterprise customers
* Proven track record managing large, complex managed services environments
* Strong expertise in ITIL-based service governance (ITIL certification preferred)
* Ability to lead global teams and influence senior stakeholders
* Excellent communication, analytical, and problem‑solving skills
* Additional certifications such as PMP, Lean, or Six Sigma are an advantage
* Fluency in Italian and English; additional languages (e.g. German, French, Spanish) are a plus
ONE LAST THING
OpenText is more than just a workplace — it’s a global community built on trust, ownership, and high standards. In this role, you will shape the future of our service delivery and create meaningful impact for our customers. We are committed to an inclusive environment where everyone belongs.