Senior Service Manager

OPENTEXT - THE INFORMATION COMPANY 

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. 

AI-First. Future-Driven. Human-Centered. 

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us. 

YOUR IMPACT 

This is more than a service management role — it is a customer-facing leadership position with end-to-end service ownership. 
As a Senior Service Manager at OpenText, you will be the trusted partner for enterprise customers, ensuring service excellence while driving continuous improvement and long-term customer value. You will operate at the intersection of service delivery, stakeholder engagement, and service evolution, making a tangible impact on customer satisfaction and business outcomes. 

WHAT THE ROLE OFFERS 

• Own end-to-end service delivery, including SLA performance, service quality, and customer satisfaction for assigned enterprise accounts 

• Act as the primary point of contact for customer stakeholders, leading service reviews and managing escalations 

• Coordinate global and cross-functional delivery teams (applications, infrastructure, cloud) to ensure seamless service execution 

• Lead major incident and escalation management, ensuring timely resolution and clear customer communication 

• Use service data (KPIs, SLAs, reporting) to monitor performance, identify risks, and drive improvements 

• Drive continuous service improvement initiatives, enhancing efficiency, quality, and customer experience 

• Contribute to a culture of ownership, accountability, and service excellence 

WHAT YOU NEED TO SUCCEED 

• Proven experience owning or supporting service delivery in a managed services or ITSM environment 

• Clear understanding of SLAs, KPIs, and service performance management 

• Experience interacting with customer stakeholders, including participation in service reviews and handling escalations 

• Ability to deliver in complex environments, working with distributed or offshore teams and multiple technical domains 

• Experience supporting major incidents and customer escalations under pressure 

• Demonstrated contribution to service improvements, optimizations, or change initiatives 

• Strong communication, problem-solving, and stakeholder management skills 

• Fluency in Italian and English is required; further languages, e.g. German, Spanish etc., are a strong plus 

ONE LAST THING: 

OpenText is more than just a corporation — it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. In this role, you will have the opportunity to shape how services are delivered to some of the world’s leading companies, combining customer focus with operational excellence. 

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.