**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. **OPENTEXT \- A EMPRESA DE INFORMAÇÃO** A OpenText é líder global em gestão da informação, onde inovação, criatividade e colaboração são os pilares da nossa cultura corporativa. Como membro da nossa equipe, você terá a oportunidade de trabalhar em parceria com as empresas mais conceituadas do mundo, lidar com desafios complexos e contribuir para projetos que moldam o futuro da transformação digital. **Prioridade à IA. Orientado para o futuro. Centrado no ser humano.** Na OpenText, a IA está no centro de tudo o que fazemos — impulsionando a inovação, transformando o trabalho e capacitando os profissionais do conhecimento digital. Estamos contratando talentos que a IA não pode substituir para nos ajudar a moldar o futuro da gestão da informação. Junte\-se a nós. **Your Impact** We're looking for a customer\-focused leader to help shape the future of support within OpenText Business Network. In this role, you will lead a team responsible for delivering exceptional service experiences for clients operating mission\-critical B2B, EDI, and supply chain integrations. You will empower teams to resolve complex challenges, improve service quality, strengthen client relationships, and drive business outcomes that matter. By combining strong operational leadership, customer advocacy, and continuous improvement, you will play a key role in helping customers maximize the value of their OpenText solutions while enabling long\-term growth and retention. The ideal candidate is passionate about developing people, improving customer experiences, and using data\-driven insights to drive meaningful operational and business results. **What The Role Offers** * Deliver industry\-leading client satisfaction and service outcomes. * Build trusted relationships with strategic customers and internal stakeholders. * Lead high\-performing teams focused on accountability, collaboration, and continuous improvement. * Drive operational excellence through ITIL\-based service management practices. * Improve service quality, response times, and customer experience metrics. * Proactively identify and mitigate customer risks before they impact business operations. * Foster a culture of ownership, innovation, and customer advocacy. * Partner across the organization to influence product, process, and service improvements. * Develop future leaders while building a scalable, global support organization. **What Do You Need To Succeed** * 7\+ years of experience leading technical support, managed services, or service delivery organizations. * Experience working with distributed global teams in a 24x7 support environment. * Strong understanding of ITIL service management disciplines, including incident, problem, and change management. * Experience managing client escalations and executive\-level communications. * Proven ability to improve operational metrics including CSAT, SLA attainment, service availability, and response times. * Experience driving operational transformation, process improvement, and automation initiatives. * Strong analytical and data\-driven decision\-making skills. * Demonstrated success coaching individual contributors. * Ability to collaborate across Product Management, Engineering, Customer Success, Professional Services, and Sales. * Experience with ITSM platforms such as Siebel, OTSM, Remedy, or equivalent. **Preferred Qualifications** * Business Network, EDI, or B2B integration experience. * Knowledge of Trading Grid, Freeway, Managed Services, CloudFax, or similar platforms. * Familiarity with supply chain, procure\-to\-pay, order\-to\-cash, and trading partner ecosystems. * Experience managing enterprise managed services customers. * Knowledge of cloud operations and SaaS service delivery. **SEU IMPACTO** Estamos procurando um líder focado no cliente para ajudar a moldar o futuro do suporte dentro da área de Business Network da OpenText. Nesta função, você liderará uma equipe responsável por oferecer experiências de serviço excepcionais para clientes que operam integrações críticas de negócios em ambientes B2B, EDI e cadeia de suprimentos. Você capacitará sua equipe para resolver desafios complexos, melhorar a qualidade dos serviços, fortalecer relacionamentos com clientes e impulsionar resultados de negócios relevantes. Combinando fort