Service Manager

Open Text Corporation • Waterloo, ON

17d

About The Position

The Service Manager is responsible for managing client relationships end-to-end, ensuring exceptional service program delivery and client satisfaction. This role serves as a trusted advisor to clients, proactively managing service performance, leading escalation resolution, and delivering data-driven insights through reporting and analytics. The ideal candidate possesses strong communication skills, advanced Microsoft Office capabilities, expertise in Excel and Power BI, and the ability to adapt to a variety of client and operational needs.

Requirements

• Bachelor's degree in Business, Information Technology, Management, or related field, or equivalent experience.
• 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.

Nice To Haves

• ITIL Foundation certification or equivalent Service Management certification.
• Experience working within enterprise-level client environments.
• Knowledge of service delivery frameworks and operational best practices.
• Experience presenting to executive and senior leadership audiences.

Responsibilities

• Serve as the primary point of contact for assigned clients.
• Build and maintain strong client relationships through regular engagement and strategic communication.
• Understand client business objectives and align service delivery to support their goals.
• Conduct service reviews and provide recommendations for continuous improvement.
• Oversee end-to-end service delivery operations for assigned client accounts.
• Monitor service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Identify risks, trends, and opportunities for service improvement.
• Coordinate with internal teams to ensure quality service execution.
• Lead resolution efforts for high-priority incidents and service escalations.
• Facilitate communication between clients, technical teams, and leadership during critical situations.
• Drive root cause analysis and corrective action plans to prevent recurrence.
• Ensure timely and effective resolution of client concerns.
• Develop and maintain executive-level reports, dashboards, and presentations.
• Utilize Power BI, Excel, and other reporting tools to provide actionable business insights.
• Analyze service metrics, client trends, and operational performance.
• Present findings and recommendations to clients and internal stakeholders.
• Partner with cross-functional teams including Operations, Engineering, Support, and Sales.
• Support business reviews, strategic planning sessions, and client governance meetings.
• Communicate effectively with stakeholders at all organizational levels.

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
• Details about compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level