Director, Service Management

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT
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.

WHAT THE ROLE OFFERS
Service Delivery & Operations
* 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.
Commercial & Governance
* 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).
Program & Project Leadership
* 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.
Architecture & Technology
* 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.
People Leadership
* 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).
Stakeholder Management
* 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.

WHAT YOU NEED TO SUCCEED
* Experience: 15+ years in IT/service delivery with 8+ years leading teams; deep background in EDI/B2B integration at enterprise scale.
* Standards & Protocols: X12, EDIFACT, HL7 (preferred), OFTP/OFTP2, AS2, SFTP, REST/HTTP; VAN and WebEDI concepts.
* Tools/Platforms: IBM Sterling/Mercator/ITX (mapping), OpenText B2B/Trading Grid/Connect (or equivalent), ticketing (Jira, SM9/Service Manager/ServiceNow), OpenAir or similar PSA, Confluence/SharePoint.
* Cloud & Data: Familiarity with AWS and performance troubleshooting; comfort with SQL-based analysis and system telemetry.
* Practices: ITIL incident/problem/change; project/program management, budgeting/forecasting, SOW creation, estimation, vendor/offshore management.
* Soft Skills: Executive presence, clear written/verbal communication, customer empathy, negotiation and conflict resolution, analytical problem-solving.
* Education: Bachelor's degree in CS, IS, Engineering, or equivalent experience; ITIL or PMP preferred.

Success Metrics (KPIs)
* SLA attainment across availability, incident response, and resolution (e.g., Sev 1 MTTA/MTTR).
* On-time/on-budget delivery rate for projects and change requests.
* Customer satisfaction (CSAT) and executive escalations trend.
* Estimation accuracy for SOW/quotes and change controls.
* Mapping throughput and quality (e.g., # new maps, change cycle time, defect escape rate).
* Backlog aging and throughput; change success rate (w/ rollback rate).
* Platform performance and reliability (e.g., message throughput, database insert rates, error rates).
* Revenue retention and services growth for assigned portfolio.

Tools & Technologies (Representative)
* B2B/EDI: IBM Sterling/Mercator/ITX; OpenText Trading Grid/Connect; WebEDI.
* Ticketing/Work Mgmt: Jira; HP Service Manager (SM9) or ServiceNow.
* PSA/Finance: OpenAir (timesheets, invoicing), RevRec collaboration.
* Cloud/Infra: AWS fundamentals; monitoring/performance analysis.
* IAM/Onboarding: B2B identity and registration flows; documentation ownership.
* Collaboration: Confluence, SharePoint.

Working Conditions
* Onsite role; occasional travel (e.g., customer workshops/site visits).
* On-call rotation or after-hours leadership coverage for major incidents when required.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.