Senior Manager - ITSM

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 a Senior Manager within the OpenText Professional Services ITOM/OSM practice, you will provide strategic and operational leadership for a large consulting organization delivering enterprise Operations Service Management solutions.

You will lead a team of approximately 65–75 professionals, including 4–6 managers, while partnering with regional OSM/ITOM teams, Professional Services leadership, Sales, Presales, Project Managers, and Architects.

You will be responsible for people leadership, delivery excellence, resource utilization, customer outcomes, and business growth. You will also help shape the practice through innovation, automation, new service offerings, and effective use of AI/ML.

What The Role Offers

Lead and develop a team of 65–75 professionals, including 4–6 people managers. Establish a clear, forward-looking vision for the ITOM/OSM practice aligned with business strategy and customer needs. Drive employee engagement, performance, capability development, and effective people management. Partner with regional OSM/ITOM teams to support and deliver customer projects. Ensure effective resource planning, demand and supply management, utilization, and capacity forecasting to minimize bench time and maximize team utilization. Work with Project Managers and Architects during presales to review proposed solutions, project plans, work breakdown structures, and deliverables. Act as a senior ITOM/OSM subject matter leader in discussions with Sales and Presales teams and support proposal development. Drive project delivery excellence, ensuring quality, timely delivery, and strong customer outcomes. Promote continuous improvement in implementation and onboarding practices. Drive innovation and automation initiatives, including the use of AI/ML to improve service delivery. Guide teams in understanding the competitive product landscape and developing new offerings for Professional Services. Support the development of new service packages that contribute to business development. Build strong customer relationships and ensure a consistent, high-quality consulting experience. Provide direction and support to managers while fostering collaboration and resolving conflicts effectively.

What You Will Need To Succeed

Bachelor's degree or equivalent relevant experience. Significant experience in IT Operations Management (ITOM) / Operations Service Management. Strong knowledge of IT Service Management (ITSM) and enterprise infrastructure management. Proven experience in Professional Services, consulting, program management, or delivery management. Experience managing large teams, including people managers. Strong experience in resource management, utilization, capacity planning, and demand forecasting. Demonstrated experience delivering enterprise customer projects with focus on quality, timelines, and business outcomes. Strong customer-facing, consulting, communication, and stakeholder management skills. Strong people leadership, coaching, and conflict-resolution capabilities. Ability to work effectively with Sales, Presales, Architects, Project Managers, and Professional Services leadership. Strong understanding of enterprise infrastructure, automation, server/network management, application management, and cloud platforms. Experience with OpenText ITOM/OSM solutions such as Operations Bridge (OpsB), SMAX, uCMDB, Service Anywhere (SA), Operations Orchestration (OO), and Network Operations Manager (NOM). Experience with AI/ML-driven automation in IT Operations. Experience developing new Professional Services offerings or service packages. Experience with competitive product analysis and market positioning. Previous experience in an OpenText OSM/ITOM environment. Experience participating in presales activities, solution reviews, proposals, and customer workshops. Strong understanding of enterprise infrastructure management tools. Experience managing large-scale global or regional Professional Services teams.

One Last Thing

OpenText is an equal opportunity employer that hires and attracts talent regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, veteran status, or sexual orientation. At OpenText we acknowledge, value and respect diversity. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad global customer base. As a technology company, we can only be as good as the people who are part of our team. To that end, we seek talent with diversity of life experiences and perspectives from around the world

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.