Senior Service Delivery Manager

Opentext - The Information Company

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

YOUR IMPACT

We are seeking a highly experienced Senior Service Delivery Manager to serve as the primary point of contact for strategic enterprise customers. This individual contributor role is responsible for driving service delivery excellence, managing customer relationships, overseeing operational performance, and ensuring successful execution of contractual service commitments.

The Senior Service Delivery Manager acts as a trusted advisor to customers and collaborates across global cross-functional teams to deliver exceptional customer experiences. While the role does not have direct people management responsibilities, it requires strong leadership through influence, effective stakeholder management, and the ability to coordinate diverse teams toward common business objectives.

What The Role Offers

• Own service delivery for assigned enterprise customers.
• Serve as the primary customer escalation contact.
• Lead service reviews and executive governance meetings.
• Ensure SLA, KPI, and contractual compliance.
• Manage risks, issues, and cross-functional escalations.
• Coordinate global teams to deliver customer outcomes.
• Drive service improvements and customer satisfaction.
• Support account growth through service optimization.

What You Need To Succeed

• Bachelor's degree or equivalent experience.
• 7+ years in Service Delivery, TAM, or Managed Services.
• Experience managing enterprise customer relationships.
• Strong SLA, governance, and operational delivery knowledge.
• Experience influencing stakeholders without direct authority.
• Executive-level communication and presentation skills.
• Strong problem-solving and risk management capabilities.
• Cloud, SaaS, or enterprise software experience preferred.
• Open to working any shifts, predominantly US business hours, on a 5-day work onsite model.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact [email protected].

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.