Delivery Management Support in National Capital Reg, Philippines

at OpenText

Computer Software
Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female
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Job Description

Job Summary
The role of the Intermediate DMS is to serve a as a customer advocate in Manila.   This includes collaborating with cross-functional teams to make sure client requests are delivered on a timely manner and issues are resolved accordingly.  The DMS rep. is assigned to a set of Delivery Managers on shore and helps them out in the day-to-day operation to meet the customer needs.  Aside from this, he/she may also be assigned with his/her own small accounts to manage, as part his/her stretch goal.


Key Performance Areas
1. M/A/C work delivery
• Work with the Mapping & Integration teams to make sure MAC work requests are delivered based on the target SLA
• Coordinate with the Delivery Managers, customers and/or delivery teams to negotiate for delivery dates if initial target cannot be met
• Continuously monitor and provide status reports on the work items
2. Production Ticket closure
• Monitor customer tickets and help Delivery Managers drive ticket to closure by working with the Production Support teams and the customer. The production support team will remain as the owner of the tickets.
• Provide reports on ticket status
• Work with clients whenever there are bad input data issues to avoid re-occurrence
3. Quality and Process Improvement
• Coordinate with cross –functional teams on bringing up quality and process issues and work with them to come up with recommended changes
4. Attend Client Meetings
• Attends client meetings, when required, to give status updates on the requests and issues.

The KPAs/KRAs below are those with DM accounts:
5. Environment Changes
• Coordinates with clients and with internal teams to make sure that environment changes are done as per plan and schedule
• Coordinate with clients for any planned or unplanned changes on the GXS environment
6. Quotation and Billing
• Manage and implement the process from quotation of work down to billing 
7. Contract Compliancy
• Makes sure that services are provided to the client as specified in the contract
8. Revenue Growth
• Looks for possible opportunities to get new MAC work or other requests that can help increase revenue
9. Over-all management of small-medium size DM accounts
• Improve overall customer experience for production and service delivery activities


• Educational Requirement:  A graduate of any four year course, preferably with Computer Science degree or equivalent experience
• Min. requirement: 4-6 year experience in Customer Relationship Management
• Has previous experience in account ownership
• Excellent oral and written communication
• Can work with minimal supervision
• Self-motivated and can work under a set of delivery managers
• Ability to handle multiple projects
• Ability to organize tasks based on priority
• Has good attention to details and follow up
• Has good interpersonal skills
• Can take ownership of an account and be accountable for the over-all performance for the project
• Willing to work either ASPAC, EMEA or US hours, depending on the requirement
• Experience in handling small delivery projects; Preferably with EDI/B2B/E-commerce experience

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