Delivery Management Support
OpenText Corp
Preston, United Kingdom
16d ago

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. #LI-POST

The opportunity :

The Delivery Management Support will be the initial focal point for the customer relationship as it relates to delivery.

This key position is responsible for day-to-day activity management and meeting service level (SLA) commitments for our client.

The Delivery Management Support uses best practice methodologies, processes, and tools to provide committed services. This individual reviews and conveys all program deliverables to the implementations team.

This role will suit someone who is from a technical support background looking to move into Service Delivery.

You are great at :

Ensureing the mission critical requirements of the customer are met through thorough understanding of their business requirements and objectives, convey details into change management tools and monitor delivery within service level agreements.

Manageing the compliance with agreed service levels and contractual obligations, escalating to Senior Delivery Manger or management when appropriate.

Formulating and takes corrective actions to mitigate deviations to the program plans and alerts Senior Delivery Manger or management of potential problems when appropriate.

Facilitating a positive and productive long-term relationship with client(s) representing GXS in all customer-facing communications with complete professionalism.

Correctly sets operational expectations with the client.

Maintains and delivers regular program status updates and service performance via the customer dashboard.

Key tasks :

  • Pull data from Clients Service manager (SM) portal and assign to respective team internally
  • Check Service centre (SC) portal for new tasks and assign to respective team internally
  • Update SM with key updates / statuses to ensure offshore or client follow up
  • Close associated task in SC to complete on time
  • Additional :

  • Attend / support in key weekly meetings
  • Escalate to Senior Delivery Manager with key issues / concerns
  • What it takes :

    Ability to work cooperatively on and with a global team. Strong organizational and communications skills. Strong customer facing skills.

    Knowledge of version control software. Ability to gain and maintain trust and respect of clients.

    Strong customer relationship experience. Experience and desire to work in a fast-moving, customer-facing environment with a group of talented individuals.

    Proficient in MS Office tools.

    At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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