Principal Service Manager
Hiring Manager:Sandy Vasir
Talent Acquisition Advisor:Lina Hasani
Job Code Level:CVP5
Refer Your Friends!
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'rehiring talent that AIcan'treplace to help us shape the future of information management. Join us.
YOUR IMPACT
As a Principal Service Manager, you will lead endtoend service delivery for strategic enterprise customers, shaping service excellence across a global portfolio.You'llact as a senior escalation point, a strategic advisor, and a driver of service transformation-enhancing customer satisfaction, operational performance, and longterm business value.
WHAT THE ROLE OFFERS
Full accountability for service delivery, SLA performance, and customer satisfaction
Leadership of strategic service improvement initiatives, including optimisation, automation, and tooling enhancements
Executivelevel engagement through QBRs, governance, and trusted advisory relationships
Coordination of global crossfunctional delivery teams and oversight of major incidents
Opportunity to standardise and enhance service management frameworks and best practices
Coaching and development of Service Managers and delivery leaders
WHAT YOU NEED TO SUCCEED
Bachelor's degree in IT, Business, or related field
10-15+ years' experience in IT Service Management with enterprise customers
Proven track record managing large, complex managed services environments
Strong expertise in ITIL-based service governance (ITIL certification preferred)
Ability to lead global teams and influence senior stakeholders
Excellent communication, analytical, and problemsolving skills
Additional certifications such as PMP, Lean, or Six Sigma are an advantage
ONE LAST THING
OpenText is more than just a workplace -it'sa global community built on trust, ownership, andhigh 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 simplycomplying withapplicable laws. Our Employment Equity and Diversity Policyprovidesdirection onmaintaininga 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 needassistanceand/ora reasonableaccommodation due to a disability during the application or recruiting process, pleasesubmita ticket atAsk HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.
Rolesrequiringa significant amount of trust may require criminal history verification. Please ask your Talent Acquisition Advisor for more information if you have any questions.
OpenText does notseekor accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except asrequiredin a written contract and a signed search assignment between Open Text and the recruitment agency or party requesting payment of a fee.
