Technical Service Delivery Specialist

OpenText; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

OpenText seeks a Cloud Service Manager to own end-to-end service delivery for a portfolio of customer accounts and act as the primary point of accountability. You will partner with global teams to manage requests, projects, and production issues while driving service excellence and revenue growth.

You will engage executives and technical teams, lead service reviews, and drive continuous improvement in delivery processes in a fast-paced cloud environment.

Qualifications

• Bachelor's degree or equivalent in CS/IT/Business or related field.
• 6+ years in customer relationship management or service delivery roles.
• Proven experience owning and managing customer accounts.
• Strong communication and stakeholder management skills.

Responsibilities

• Own end-to-end service delivery for a portfolio of customer accounts.
• Partner with global cross-functional teams to manage requests and production issues.
• Serve as escalation point for delivery-related concerns.
• Lead client service reviews and executive status reporting.
• Drive quality initiatives and process improvements across delivery.
• Coordinate infrastructure and environment changes with minimal impact on operations.
• Support quotations, billing coordination, contract compliance, and revenue growth opportunities.
• Mentor and coach team members and contribute to capability development.
• Collaborate with APAC, EMEA, and North America stakeholders in a dynamic cloud services environment.

Skills

Communication skills

Stakeholder management

Leadership experience

Project coordination

Problem-solving

Analytical skills

Organizational skills

Global shift availability

US schedule alignment

Education

Bachelor's degree or equivalent (CS/IT/Business)

Job description

YOUR IMPACT

As a Cloud Service Manager (internal job title), you will play a critical role in successfully delivering cloud-based services to a portfolio of customers. You will serve as a trusted advisor and primary point of accountability, partnering with customers and cross-functional teams to drive service excellence, operational efficiency, and continuous improvement. You will strengthen customer relationships, resolve complex delivery challenges, and identify opportunities to improve the overall customer experience and drive business growth.

WHAT THE ROLE OFFERS

• Own the end-to-end service delivery experience for a portfolio of customer accounts.
• Partner with global cross-functional teams to manage and deliver customer requests, projects, and production issues within agreed service levels.
• Serve as a customer advocate and escalation point for delivery-related concerns.
• Lead client service reviews, provide executive-level status reporting, and foster long-term customer partnerships.
• Drive quality initiatives, process improvements, and operational excellence programs across the delivery organization.
• Coordinate infrastructure and environment changes while minimizing impact on customer operations.
• Support commercial activities including quotations, billing coordination, contract compliance, and revenue growth opportunities.
• Mentor, coach, and potentially lead team members while contributing to organizational capability development.
• Collaborate with global stakeholders across APAC, EMEA, and North America in a highly dynamic cloud services environment.

WHAT YOU NEED TO SUCCEED

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent industry experience.
• At least 6 years of experience in customer relationship management, service delivery, technical account management, or a similar client-facing role.
• Proven experience owning and managing customer accounts and driving successful service delivery outcomes.
• Strong communication and stakeholder management skills with the ability to engage customers, executives, and technical teams.
• Experience coordinating multiple projects, priorities, and deliverables in a fast-paced environment.
• Demonstrated ability to identify process improvements and drive operational efficiencies.
• Strong problem-solving, analytical, and organizational skills with exceptional attention to detail.
• Leadership experience, including mentoring, coaching, or managing team members.
• Experience supporting cloud services, managed services, SaaS platforms, EDI/B2B, eCommerce environments, or related technologies is highly desirable.
• Availability to work across global shifts and fixed US schedules, and ability to work 5 days onsite.