Senior Service Manager Software Support - OpenText

Key Responsibilities

• Oversee end‑to‑end service delivery for enterprise software products, ensuring SLA compliance and high customer satisfaction.
• Lead incident, problem, and change management processes using ITIL best practices.
• Coordinate cross‑functional teams—including engineering, product, and support—to resolve complex technical issues quickly.
• Develop and mentor a high‑performing support team, fostering a culture of ownership, continuous learning, and proactive communication.
• Drive continuous improvement initiatives, reporting metrics, and implementing automation to enhance service efficiency.

Requirements

• 5+ years of experience in technical support or service management for SaaS/cloud applications.
• Strong knowledge of ITIL frameworks and proven track record managing incident and problem resolution.
• Excellent leadership and people‑management skills with the ability to influence stakeholders at all levels.
• Hands‑on experience with cloud platforms (e.g., AWS, Azure) and modern ticketing/monitoring tools.
• Exceptional communication and customer‑focus, capable of translating technical concepts for diverse audiences.