Cloud Services Delivery Manager
Cloud Services Delivery Manager
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Job Description
Job Description
Were a leader in data and AI. Through our software and services we inspire customers around the world to transform data into intelligence - and questions into answers.
If youre looking for a dynamic fulfilling career with flexibility and a world-class employee experience youll find it here. Were recognized around the world for our inclusive meaningful culture and innovative technologies by organizations like Fast Company Forbes Newsweek and more.
About the job
The Cloud Services Delivery team is looking for a Cloud Services Delivery Manager to provide expertise in cloud industry best practices and stay up to date with both current and emerging SAS services. Our team collaborate directly with external customers to ensure SAS solutions align with and adapt to their evolving business needs. We work closely with Product Management R&D Technical Support and Professional Services and play a key role in shaping the SAS Cloud Customer Experience and driving meaningful business outcomes from customers investment in SAS Cloud.
This is a unique opportunity to join a dynamic customer-facing team at the forefront of cloud innovation at SAS. Youll make a real impact by helping customers unlock the full value of their cloud investment while deepening your expertise across cutting-edge technologies and collaborating with some of the brightest minds in the industry
Work Location: Lisbon Portugal OR Madrid Spain (with occasional travel to our clients in Portugal).
Portuguese language is required.
As a Cloud Services Delivery Manager you will:
- Champion and advocate for the customer experience (voice of the customer) provide real-time and on-demand management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.
- Build Customer Success Plans based on customer defined business outcomes quantifying the customer business benefits and/or outcomes associated with the use of SAS software and managed application services and serve as a connector to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer will result in maintaining strong long-lasting relationships with our customers built on trust and transparency.
- Partner with the sales organization and Customer Success to win new business drive customer renewals growing accounts organically and looking for opportunities to increase SAS usage across customer functions and processes.
- Be accountable for customer Service Level Agreements including critical situation management which may occur outside of normal business hours and conduct regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes
- Manage a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside of normal business hours.
- Proactively provide attention and escalation for urgent issues or concerns during the customer lifecycle with SAS provide expertise in ITIL processes to manage customer service delivery and support and apply critical thinking on service issues to drive issue resolution ensuring root cause analysis and corrective action are taken with the appropriate teams.
- Oversee customer budgets to ensure profitability lead performance monitoring and hosting capacity assessments and recommend changes to maintain optimal application performance. Provide regular feedback on products costs and customer experience to drive continuous improvement implement data-driven process enhancements and track all outstanding pre- and post-delivery issues ensuring timely updates and resolution.
- Embrace curiosity passion authenticity and accountability. These are our values and influence everything we do.
Required qualifications
- Previous experience in a similarCustomer supporting role.
- Fluent in English & Portuguese (Spanish will be a distinctive advantage)
- ITIL qualified will be preferred although it is not essential.
- Excellent communication skills ability to work well under pressure and establish and maintain strong customer relationships.
- Experience in presenting to end users.
- Ability to work independently and as part of a team.
- Aptitude to learn and understand technical concepts structures requirements environments etc.
- Ability to influence collaborate and direct the work of other functional teams across organizational boundaries
- Bachelors degree or technical certification(s) preferred but not required.
Additional competencies knowledge and skills
- Service Management Delivering high-quality services that meet customer and business needs.
- Ownership Taking responsibility and driving tasks to completion.
- Managing Relationships Building strong collaborative connections with stakeholders.
You are welcome here.
At SAS its not about fitting into our culture its about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
Additional Information:
SAS only sends emails from verified email addresses and never asks for sensitive personal information or money. If you have any doubts about the authenticity of any type of communication from or on behalf of SAS please contact
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Required Experience:
Manager
Employment Type
Unclear
