Lead Service Manager

OPENTEXT - THE INFORMATION COMPANY OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. AI-First. Future-Driven. Human-Centered. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us. YOUR IMPACT As part of our EMEA Managed Service Organization, you will collaborate closely with Account Managers, the Professional Services team, and the Commercial IT team to ensure that contracted services are delivered to the customer. Your primary focus is ensuring high customer satisfaction and fostering relationships and teams to consistently provide high-quality service. WHAT THE ROLE OFFERS As a Lead Service Manager you will be owning the end-to-end delivery of services, ensuring customer satisfaction and service quality and acting as a primary point of escalations Monitoring and analyzing service performance metrics to identify areas of improvement, including optimization, automation, and tooling enhancements Engaging on executive‑level through QBRs, governance, and trusted advisory relationships Coaching and development of Service Managers and delivery leaders WHAT YOU NEED TO SUCCEED University degree in a relevant field Minimum of 5 years of professional experience in a similar role Expertise in service delivery frameworks (ITIL) Strong customer focus and the ability to operate at a senior management level Very good communication and presentation skills in English and Italian Additional certifications such as PMP, Lean, or Six Sigma are an advantage ONE LAST THING OpenText is more than just a workplace — it’s a global community built on trust, ownership, and high standards. In this role, you will shape the future of our service delivery and create meaningful impact for our customers. We are committed to an inclusive environment where everyone belongs. OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace. Apply To This Job