Senior Service Manager (51142)

Career Opportunities: Senior Service Manager (51142)
Requisition ID 51142 - Posted - Managed Services


OPENTEXT - THE INFORMATION MANAGEMENT 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


As a Senior Service Manager, you will lead end‑to‑end service delivery for strategic enterprise customers, shaping service excellence across a global portfolio. You’ll act as a senior escalation point, a strategic advisor, and a driver of service transformation—enhancing customer satisfaction, operational performance, and long‑term business value.





WHAT THE ROLE OFFERS




Full accountability for service delivery, SLA performance, and customer satisfaction






Leadership of strategic service improvement initiatives, including optimisation, automation, and tooling enhancements






Executive‑level engagement through QBRs, governance, and trusted advisory relationships






Coordination of global cross‑functional delivery teams and oversight of major incidents






Opportunity to standardise and enhance service management frameworks and best practices






Coaching and development of Service Managers and delivery leaders







WHAT YOU NEED TO SUCCEED




Bachelor’s degree in IT, Business, or related field






10–15+ years’ experience in IT Service Management with enterprise customers






Proven track record managing large, complex managed services environments






Strong expertise in ITIL-based service governance (ITIL certification preferred)






Ability to lead global teams and influence senior stakeholders






Excellent communication, analytical, and problem‑solving skills






Additional certifications such as PMP, Lean, or Six Sigma are an advantage








ONE LAST THING


OpenText is more than just a workplace — it’s a global community built on trust, ownership, and high standards. In this role, you will shape the future of our service delivery and create meaningful impact for our customers. We are committed to an inclusive environment where everyone belongs.




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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.





Roles requiring a significant amount of trust may require criminal history verification. Please ask your Talent Acquisition Advisor for more information if you have any questions.





OpenText does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract and a signed search assignment between Open Text and the recruitment agency or party requesting payment of a fee.


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OPENTEXT - THE INFORMATION MANAGEMENT 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


As a Senior Service Manager, you will lead end‑to‑end service delivery for strategic enterprise customers, shaping service excellence across a global portfolio. You’ll act as a senior escalation point, a strategic advisor, and a driver of service transformation—enhancing customer satisfaction, operational performance, and long‑term business value.





WHAT THE ROLE OFFERS




Full accountability for service delivery, SLA performance, and customer satisfaction






Leadership of strategic service improvement initiatives, including optimisation, automation, and tooling enhancements






Executive‑level engagement through QBRs, governance, and trusted advisory relationships






Coordination of global cross‑functional delivery teams and oversight of major incidents






Opportunity to standardise and enhance service management frameworks and best practices






Coaching and development of Service Managers and delivery leaders







WHAT YOU NEED TO SUCCEED




Bachelor’s degree in IT, Business, or related field






10–15+ years’ experience in IT Service Management with enterprise customers






Proven track record managing large, complex managed services environments






Strong expertise in ITIL-based service governance (ITIL certification preferred)






Ability to lead global teams and influence senior stakeholders






Excellent communication, analytical, and problem‑solving skills






Additional certifications such as PMP, Lean, or Six Sigma are an advantage








ONE LAST THING


OpenText is more than just a workplace — it’s a global community built on trust, ownership, and high standards. In this role, you will shape the future of our service delivery and create meaningful impact for our customers. We are committed to an inclusive environment where everyone belongs.




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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.





Roles requiring a significant amount of trust may require criminal history verification. Please ask your Talent Acquisition Advisor for more information if you have any questions.





OpenText does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract and a signed search assignment between Open Text and the recruitment agency or party requesting payment of a fee.