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 Full accountability for service delivery, SLA performance, and customer satisfaction Leadership of strategic service improvement initiatives, including optimization, automation, and tooling enhancements Executive‑level engagement through QBRs, governance, and trusted advisory relationships Coordination of global cross‑functional delivery teams and oversight of major incidents Opportunity to standardize and enhance service management frameworks and best practices Coaching and development of Service Managers and delivery leaders
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
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.