Client Success & Service Delivery Manager

OpenText; Southwestern Ontario; On-site; CAD 90,000 - 130,000; Full time

Job summary

OpenText is a global leader in information management, delivering AI-driven solutions and human-centered innovation across industries. We seek a Service Manager to oversee client relationships from onboarding to renewal, ensuring exceptional service and data-driven outcomes.

You will drive end-to-end service delivery, monitor SLAs and KPIs, coordinate with engineering and support teams, and deliver insights through Power BI dashboards and Excel-based reports to executive stakeholders.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 5+ years of experience in Service Management, Client Success, Account Management, or related roles.
• Experience managing client relationships in a service delivery environment.
• Strong experience handling escalations and driving issue resolution.
• Advanced proficiency in Microsoft Excel, including pivot tables, charts, formulas, and data analysis.
• Experience developing dashboards and reports using Power BI.
• Strong proficiency with Microsoft 365 applications, including PowerPoint, Word, Teams, and Outlook.
• Excellent verbal, written, and presentation skills.

Responsibilities

• Serve as the primary point of contact for assigned clients and manage relationships end-to-end.
• Oversee end-to-end service delivery operations and monitor SLAs and KPIs.
• Lead resolution efforts for high-priority incidents and client escalations.
• Develop executive-level reports, dashboards, and presentations using Power BI and Excel.
• Collaborate with cross-functional teams to align service delivery with client goals.

Skills

Client relationships

Service delivery

Escalation handling

Reporting & analytics

Stakeholder collaboration

Excel

Power BI

Microsoft 365

Education

Bachelor's degree in Business, Information Technology, Management, or related field

Tools

Power BI

Microsoft 365

Job description

OpenText is a global leader in information management, delivering AI-driven solutions and human-centered innovation across industries. We seek a Service Manager to oversee client relationships from onboarding to renewal, ensuring exceptional service and data-driven outcomes.

You will drive end-to-end service delivery, monitor SLAs and KPIs, coordinate with engineering and support teams, and deliver insights through Power BI dashboards and Excel-based reports to executive stakeholders.