About the Role
Join the Professional Services team to grow the Digital Operations services business and support the sale of complex transformation programs. As a trusted advisor, you'll help customers modernize service management, automate operations, and translate technology investments into measurable business outcomes. This role encompasses business consulting, solution architecture, executive engagement, and services sales leadership. You will collaborate with Account Executives, Customer Success Managers, Solution Consultants, Enterprise Architects, Practice Managers, and delivery teams to shape opportunities from discovery to contract closure and delivery handover.
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Key Responsibilities
- Advise customers on IT Service Management (ITSM), Enterprise Service Management (ESM), IT Operations Management (ITOM), and AI-driven service transformation.
- Engage with CIOs, CXOs, IT Directors, service owners, and architects to understand business priorities, operating models, and governance, building trusted relationships.
- Lead executive workshops, Digital Operations assessments, and service management maturity evaluations; develop business cases and transformation roadmaps linking people, processes, technology, and data.
- Share industry best practices, reference architectures, and customer success stories to guide investment decisions and operational improvements.
- Own the Professional Services solution strategy for Digital Operations opportunities, aligning customer outcomes with technically feasible and deliverable solutions.
- Demonstrate deep expertise in and position OpenText SMAX, AMX, UCMDB, Operations Orchestration, Operations Bridge, OPTIC, and Aviator AI within end-to-end Digital Operations architectures.
- Shape solutions across ITSM, ESM, IT Asset Management, CMDB, discovery and service mapping, event management, observability, workflow automation, AIOps, and generative AI.
- Develop modernization approaches for SMAX on-premises to SaaS migrations, CMDB transformation, ITOM adoption, service catalog optimization, and AI-powered service management.
- Partner with architecture, product management, and practice teams on solution approaches; support customer presentations, proofs of concept, and strategic account reviews.
- Build and execute services business plans for assigned territories and accounts; collaborate with account teams to identify and qualify opportunities and develop account strategies.
- Lead service offering and proposal development, Statements of Work, and value propositions, including solution design, effort estimation, and risk assessment.
- Drive opportunities from discovery through proposal and contract closure; monitor pipeline performance and forecast services bookings and revenue.
- Ensure effective handover to delivery teams, identify customer expansion opportunities, and contribute to regional pipeline generation and strategic growth initiatives.
- Stay current on ITSM, ITOM, automation, and AI trends, industry frameworks, and competing solutions.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent.
- At least 10 years of experience in Professional Services, consulting, solution architecture, or presales focused on Digital Operations and IT transformation.
- Proven experience supporting large enterprise and public-sector transformation programs.
- Strong executive presence, communication, presentation, and stakeholder management skills, with the ability to develop compelling business cases and value-driven roadmaps.
- Fluency in English is required; Arabic proficiency is highly desirable.
- Hands-on experience with OpenText Service Management Automation X (SMAX), Asset Management X (AMX), and Universal CMDB (UCMDB).
- Good knowledge of OpenText ITOM solutions, including Operations Bridge (OBM), Operations Orchestration (OO), OPTIC Reporting and Data Lake, discovery and service mapping, and AIOps.
- Strong understanding of ITIL processes and service management best practices; working knowledge of enterprise architecture, IT operating models, SaaS, cloud transformation, and hybrid architectures.
- Understanding of consulting engagement economics, including effort estimation, revenue forecasting, margin management, and utilization.
- Familiarity with ITIL, COBIT, IT4IT, ISO 20000, and enterprise architecture frameworks.
Preferred Qualifications
- ITIL Foundation or higher certification, and OpenText certifications in SMAX, UCMDB, or ITOM technologies.
- Experience delivering multi-country consulting engagements in the Middle East.
- Experience with ServiceNow, BMC Helix, Ivanti, ManageEngine, or Jira Service Management.
- Knowledge of AI, automation, and enterprise service management trends.
The company'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 reach out for support. Our proactive approach fosters collaboration, innovation, and personal growth, enriching a vibrant workplace.
