YOUR IMPACTAs 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 OFFERSAs 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 targetsLeading and facilitating Quarterly Business Reviews (QBRs), service reviews, and ongoing senior stakeholder engagementsActing as escalation owner for major service issues and customer escalationsUsing service performance data and metrics to identify issues, explain outcomes, and drive continuous service improvementsLeading global and matrixed delivery teams, including offshore resourcesLeading service & technology transformation initiatives
WHAT YOU NEED TO SUCCEEDBachelor's degree in IT, Business, or related field10–15+ years' experience in IT Service Management with enterprise customersProven track record managing large, complex managed services environmentsStrong expertise in ITIL-based service governance (ITIL certification preferred)Ability to lead global teams and influence senior stakeholdersExcellent communication, analytical, and problem‐solving skillsAdditional certifications such as PMP, Lean, or Six Sigma are an advantageFluency in Italian and English; additional languages (e.g. German, French, Spanish) are a plus
ONE LAST THINGOpenText 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.