Senior Service Delivery Manager

SAS is the leader in Analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 75,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW and is driving a revolution in the way big data is used every day!

We are looking for a proactive Senior Service Delivery Manager to join our SAS Application Support business, supporting customers in the UK and Ireland. You will be responsible for the successful delivery of SAS Application Management support service for multiple clients assigned to you. You will drive the definition of processes and metrics to measure the service for each of your customers and build trust with a wide range of stakeholders.

You will have a chance to shape the way that we work, and work for a wide range of our customers, from banks and government departments to sports and TV networks. We need someone who can multi-task, with excellent stakeholder management and planning and organisation skills who proactively manages tasks by co-ordinating and enabling other people. Service Introduction and Transition experience is a must in this role.

• Responsible for acquiring and responding to customer operational requirements.
• Responsible for working with the customer to define what the support model will look like by defining incident management and service request processes and roles and responsibilities.
• Responsible for service on-boarding activities such as requests for the access required for the application support team to do their job for your customers.
• Responsible for running the service delivery side of the application support business including owning the incident, problem and change management processes on the SAS side of the service.
• Responsible for making sure we deliver on our SLAs and reporting on them.
• Represent the customer within SAS and be their single point of contact for support: Focus on what the customer needs and co-ordinate resources to focus on what is a priority to the customer.
• Understand and agree what success looks like and set up and track suitable metrics, and report them to the customer on a bi-weekly or monthly basis.
• Handle all support-related communications with the customer including escalations from the customer.
• Agree planned and unplanned downtime with the customer.
• Unblock the customer and the SAS application management team.
• Responsible for proactively planning and co-ordinating hotfixes, licence updates, and SSL certificate updates.
• Responsible for providing holiday and illness cover for other Service Delivery Managers in the practice.
• Champion collaborative working across the internal teams to deliver a cohesive service to the customer.
• Champion automation of operational activities and creation of re-usable assets for re-use on all our current and future projects.

• Excellent stakeholder management skills
• Excellent written communications skills
• Excellent project management skills
• Be able to balance multiple priorities and deal with ambiguity
• Fulfil requirements for SC clearance i.e. have been UK resident for 5 or more years
• Experience acting as a process owner and supporting service introduction and transition activities
• ITIL Foundation or Practitioner certification, with practical experience in operational environments
• Strong understanding of software services, including their lifecycle, architecture, performance considerations, and operational support requirements
• Experience working across incident, problem, and change processes within service-focused or enterprise environments

This is a remote, contract role inside IR35, working during UK business hours and will involve periodic travel to customer site. If you are interested, we’d love to hear from you!