Job Description

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:
The Senior Manager - Managed Services is responsible for leading and managing the delivery of IT managed services across client environments. This role ensures operational excellence, client satisfaction, and continuous service improvement. The ideal candidate will have deep expertise in IT infrastructure, cloud platforms, service delivery frameworks (ITIL), and team leadership.Our Customer Success Services organization includes a portfolio of specialized Technical Success Services (TSS). Led by experts with deep knowledge of OpenText products, TSS delivers managed services for OpenText applications deployed across multiple cloud platforms--including OpenText Cloud, Google Cloud, Microsoft Azure, and Amazon Web Services. The organization provides a unique set of services designed to maximize customer success and accelerate value realization.
What the role offers:
Service Delivery & Operations

• Oversee end-to-end delivery of Application Managed Services including cloud operations and application support
• Ensure SLAs, KPIs, and compliance standards are consistently met or exceeded
• Implement ITIL-based service management practices for incidents, problem, change, and capacity management.

Client Engagement & Relationship Management

• Act as the primary point of contact for strategic clients, ensuring high levels of satisfaction and trust
• Conduct regular service reviews and governance meetings with clients
• Identify opportunities for service enhancements and service offerings upselling
• Demonstrates a customer-first mindset, ensuring proactive engagement, and delivering measurable improvements in customer experience.
• Manage technology operations and building strong stakeholder relationships across functions.
• Drive automation, AI-enabled improvements, and process efficiency to enhance both customer outcomes and productivity.
• Defining and presenting organizational vision and roadmaps, inspiring teams to achieve more, and representing challenges with actionable solutions.
• Act as the primary point of contact for strategic clients, ensuring high levels of satisfaction and trust
• Conduct regular service reviews and governance meetings with stakeholders including the customers
• Identify opportunities for service enhancements and customer satisfaction

Team Leadership & Development

• Lead and mentor a team of service managers, engineers, and support staff
• Foster a culture of accountability, collaboration, and continuous learning
• Drive workforce planning, training, and performance management
• Foster a culture of professional excellence by encouraging certifications, knowledge sharing, and continuous development.
• Leverage prior knowledge of xECM, other ECM products, or OpenText solutions (preferred but not mandatory).

Strategic Planning & Transformation

• Develop and execute strategies for service improvement, automation, and cost optimization
• Lead digital transformation initiatives including Automations and AI adoption
• Collaborate with cross-functional teams to align services with business goals

What you need to succeed:

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related technical field (required).

• 15+ years of overall experience in enterprise support/managed services, with at least 5 years in direct people management, including leading managers and large distributed teams.
• Strong understanding of cloud platforms (AWS, Azure, GCP
• Certifications such as ITIL, PMP, AWS/Azure Architect, or similar are highly desirable
• Familiarity with ITSM tools (ServiceNow/JIRA Etc.,), monitoring tools, and automation frameworks
• Ability to foster a services-driven culture and build strong customer relationships; act as the face of the TSS team for customers.
• Experience in managing internal stakeholder relationships across Success Management, Cloud Ops, Engineering & Product Management, Service Management, and Professional Services.
• Proven ability to set strategic vision and direction for the TSS xECM practice, including accelerating delivery and improving time-to-resolution across the lifecycle.
• Strong leadership, team building, and talent management capabilities, with a commitment to driving certifications, knowledge articles, and continuous learning.
• Strong analytical and problem-solving skills, with the ability to thrive in a fast-paced, global, distributed team environment.
• Excellent communication and interpersonal skills, with the ability to present issues and solutions clearly to executive stakeholders.
• A solution-oriented mindset, with the ability to propose practical approaches to challenges while driving measurable productivity gains.

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.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Skills Required