Service Manager Jobs in Waterloo, ON (NOW HIRING)

Hiring Manager: Denise Martin

Talent Acquisition Advisor: Laura DeLuca

Job Code Level: CVP2

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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 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.

YOU ARE GREAT AT

Client Relationship Management

• 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.

Service Delivery Management

• 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.

Escalation Management

• 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.

Reporting & Analytics

• 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.

Stakeholder Collaboration

• 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.

WHAT IT TAKES TO SUCCEED

• 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.

Preferred Qualifications

• 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.

ONE LAST THING

OpenText is more than a global technology leader-we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.

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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $60,000- $90,000; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

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.