YOUR IMPACT
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As part of our EMEA Managed Service Organization, you will collaborate closely with Account Managers, the Professional Services team, and the Commercial IT team to ensure that contracted services are delivered to the customer. Your primary focus is ensuring high customer satisfaction and fostering relationships and teams to consistently provide high-quality service.
What The Role Offers
As a Lead Service Manager you will be owning the end-to-end delivery of services, ensuring customer satisfaction and service quality and acting as a primary point of escalations
Monitoring and analyzing service performance metrices to identify areas of improvement and leveraging technology best practices to enhance our service offerings
Discussing the strategy and negotiating the scope of services with prospects and ensuring that the scope meets the customer requirements as well as our business goals
What You Need To Succeed
University degree in a relevant field
Minimum of 5 years of professional experience in a similar role
Expertise in service delivery frameworks (e.g. ITIL, Lean, Six Sigma)
Strong customer focus and the ability to operate at a senior management level
Relevant certification (e.g. ITIL, PMP)
Very good communication and presentation skills in English and Italian
One More Thing
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. xlwpduy EU citizenship and residency in Italy are required.