Sr. Manager, Cloud Services Operation

  • Cork
  • Opentext


As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

Manager Service Management - Continuous Service Improvement and Acquisitions

The Opportunity : Continuous Service Improvement is a cornerstone of maintaining an effective Service Management practice. Continuous Service Improvement involves working with Operations staff and Service Management staff in identification, prioritization, tracking and management of CSI opportunities as well as tracking progression of individual items in flight. This individual works with the Service Management Leadership team on implementation of these efforts both from a proactive standpoint as well as a reactive standpoint. CSI opportunities are related to one or more of the three focus areas of Service Management:

  • People - effective process execution by operations team members and associated training, communication, clarification of roles & responsibilities related to processes and execution.
  • Process - ensuring ongoing evaluation of process effectiveness through monitoring critical success factors, key performance indicators and metrics, identification of necessary improvement efforts, identification, and remediation of process gaps, managing and executing on required process changes based on business needs, technology changes or desired improvements.
  • Technology - ensuring that Service Management tools are effectively designed and maintained to support the people and processes that depend on them.

Acquisition Onboarding activities related to Service Management include activities to onboard corporate acquisitions. Specific activities are as follows:

  • Discovery of acquisition Operations products and services, current state and maturity of support activities related to Incident, Problem, Change, Release and CMDB.
  • Identification and configuration of all elements required for establishing services, support groups, discovery for components to be included in the SM9 CMDB as well as overseeing successful implementation of discovery agents and working through issues as they arise.
  • Ensuring effective training of all required acquisition staff on processes, tool use, policies and procedures
  • Creating and implementing effective on call support strategy and incorporation into Everbridge system. Service Management Documentation management including Process and Procedure documentation ensuring version control and appropriate updates of process documentation and all other supporting documentation related to training and process updates as required to ensure that we maintain a favorable audit position and can easily provide evidence of compliance with our process and procedures documentation as well as maintaining the relevancy of all contents.

Knowledge Management Process Management (FedRAMP) - the FedRAMP project will be adding processes that do not exist in the current Operations environment. One of these processes is Knowledge Management. This role will assume the Knowledge Management Process owner role and will ensure that the Knowledge process effectively documented, training is available, process activity is regularly reported on, and the performance is in line with desired process KPIs. The process manager will also ensure that the process and activity is constantly in an audit ready position.

Items currently in flight :

  • Release Management Dev/Sec/Ops discovery, documenting current state and driving implementation of structured releases activity with traceability for all commercial environments to ensure a favorable audit and compliance position as well as driving best practice. This is currently a gap in the OT organization.

  • Ongoing identification, management and tracking of CSI items created and managed in the Service Management Confluence pages.

  • Ongoing review, management and revision control of all existing Service Management process and procedure documentation to maintain accuracy, completeness, and support audit readiness.

  • Creation of Release Management process and procedure documentation. What It Takes :

  • Experience working with IT Operations within the Service Management discipline

  • Deep understanding of ITIL processes, process interfaces, reporting and KPI’s

  • Project Management experience leading Service Management initiatives - i.e., Continuous Improvement, Process Implementation, Training and Education

  • Strong verbal and written communication capabilities targeted at various audiences from individual contributor through executives

  • Training and Communication of Service Management concepts and terminology

  • Familiarity with Organizational Change Management concepts

  • Minimum of ITIL Foundation Certification, deeper certification a plus

  • SM9 and/or ServiceNow tool knowledge and experience a plus

  • Proce