Director, Service Management

Open Text Inc.•Southfield, MI

2d•Hybrid

About The Position

The Director, Service Management owns end-to-end delivery and sustainment of B2B/EDI services, including VAN operations, EDI mapping services, and managed services across automotive supply chain, retail automotive, manufacturing, logistics, and healthcare sectors. This role leads customer-facing projects and production operations, ensures SLA attainment, drives incident and problem management, and continuously improves processes, tooling, and culture. The director partners closely with Engineering, Operations, and the Service Desk to maintain resiliency and performance; serves as escalation point and acting Incident Manager for Sev 1 events; oversees statements of work, quotations, and estimations; and architects solutions for new messaging products. The leader manages a global team (direct and indirect) and is accountable for financial health, forecasting, and operational KPIs.

Requirements

15+ years in IT/service delivery with 8+ years leading teams
Deep background in EDI/B2B integration at enterprise scale
Knowledge of X12, EDIFACT, OFTP/OFTP2, AS2, SFTP, REST/HTTP standards & protocols
Understanding of VAN and WebEDI concepts
Experience with IBM Sterling/Mercator/ITX (mapping), OpenText B2B/Trading Grid/Connect (or equivalent), ticketing (Jira, SM9/Service Manager/ServiceNow), OpenAir or similar PSA, Confluence/SharePoint tools/platforms
Familiarity with AWS and performance troubleshooting
Comfort with SQL-based analysis and system telemetry
Knowledge of ITIL incident/problem/change practices
Experience with project/program management, budgeting/forecasting, SOW creation, estimation, vendor/offshore management
Executive presence
Clear written/verbal communication
Customer empathy
Negotiation and conflict resolution skills
Analytical problem-solving skills
Bachelor’s degree in CS, IS, Engineering, or equivalent experience

Nice To Haves

HL7 (preferred)
ITIL or PMP preferred

Responsibilities

Own day-to-day delivery for a multi-million-dollar EDI/VAN and managed services portfolio, ensuring SLA adherence, stability, and performance.
Serve as acting Incident Manager for Sev 1 issues; coordinate cross-functional response, communications, root cause analysis, and corrective actions.
Oversee sustainment activities, backlog management, and production support for EDI mapping and messaging workflows.
Lead SOW development, pricing/quotation, and estimation for EDI services; align scope, assumptions, and acceptance criteria.
Partner with Sales/Deal Desk on proposals, change requests (PCRs), and contract terms; support revenue recognition and invoicing accuracy.
Participate in change control/CCB activities; uphold audit, compliance, and security standards (including PHI/PII handling where applicable).
Direct large-scale migrations (e.g., protocol or platform uplifts), multi-party integrations, and complex customer programs.
Ensure on-time, on-budget delivery; manage risks, dependencies, and stakeholder communications.
Guide UAT planning, issue triage, and customer go-live readiness.
Act as Solution Architect for new messaging and EDI capabilities; guide mapping strategy across thousands of artifacts.
Drive platform and tooling improvements (e.g., performance tuning, error reporting, automation, monitoring).
Collaborate with Engineering on release planning, bug/defect prioritization, performance bottlenecks, and cloud migrations.
Lead 10 direct and 4 indirect reports (onshore/offshore/contract); recruit, onboard, coach, and develop talent.
Align resources to strengths; encourage growth and cross-training; foster an accountable, customer-centric culture.
Conduct performance reviews, merit planning, workforce planning, and team operating rhythms (1:1s, standups, working sessions).
Serve as primary liaison among Operations, Engineering, Service Desk, CSM/Account teams, and customer technical leaders.
Escalate and resolve customer issues; present metrics and status to executives; manage expectations and commitments.