Enterprise Service Delivery Lead: SLA & Global Execution

OpenText Philippines; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

OpenText Philippines seeks a Senior Service Delivery Manager to be the primary contact for strategic enterprise customers, driving service delivery excellence and ensuring contractual success.

The role coordinates global teams, leads governance meetings, and ensures SLA/KPI compliance. Requirements include a bachelor's degree and 7+ years in service delivery or managed services, with cloud/SaaS experience preferred. US hours on-site.

Qualifications

• Bachelor's degree or equivalent experience.
• 7+ years in Service Delivery, TAM, or Managed Services.
• Experience managing enterprise customer relationships.
• Strong SLA, governance, and operational delivery knowledge.
• Experience influencing stakeholders without direct authority.
• Executive-level communication and presentation skills.
• Strong problem-solving and risk management capabilities.
• Cloud, SaaS, or enterprise software experience preferred.
• Open to working any shifts, predominantly US business hours, on a 5-day work onsite model.

Responsibilities

• Own service delivery for assigned enterprise customers.
• Serve as the primary customer escalation contact.
• Lead service reviews and executive governance meetings.
• Ensure SLA, KPI, and contractual compliance.
• Manage risks, issues, and cross-functional escalations.
• Coordinate global teams to deliver customer outcomes.
• Drive service improvements and customer satisfaction.
• Support account growth through service optimization.

Skills

Customer relationship management

Stakeholder influence

Governance & SLA

Problem solving

Risk management

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Job description

OpenText Philippines seeks a Senior Service Delivery Manager to be the primary contact for strategic enterprise customers, driving service delivery excellence and ensuring contractual success.

The role coordinates global teams, leads governance meetings, and ensures SLA/KPI compliance. Requirements include a bachelor's degree and 7+ years in service delivery or managed services, with cloud/SaaS experience preferred. US hours on-site.