At a Glance
- Tasks: Lead customer success in cloud services and ensure clients achieve their business goals.
- Company: Join a global leader in data and AI with an inclusive culture.
- Benefits: Flexible work environment, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team with a focus on innovation and collaboration.
- Why this job: Make a real impact by helping customers maximise their cloud investments.
- Qualifications: Experience in customer support and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
We're 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 you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're 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 collaborates 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. You'll 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.
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 needs.
- 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.
- Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.
Required qualifications:
- Previous experience in a similar, customer supporting role.
- 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.
- Bachelor's degree or technical certification(s) preferred but not required.
- Fluency in Dutch is preferred.
- Proof of right to work in work location is required to be considered for the role.
- An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
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, it's not about fitting into our culture – it's 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.
Let's stay in touch. Join our Talent Community to stay up to date on company news, job updates and more.
Cloud Services Delivery Manager employer: SAS
SAS is an exceptional employer that fosters a culture of innovation and collaboration in the vibrant city of Glasgow. With a strong commitment to employee growth, we offer extensive training opportunities and a supportive environment that encourages creativity and teamwork. Join us to be part of a forward-thinking company where your contributions directly impact the evolution of our cutting-edge SaaS solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Cloud Services Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their cloud services and think about how your experience aligns with their needs. This will help you stand out!
✨Tip Number 3
Practice your pitch! Be ready to explain how you can add value as a Cloud Services Delivery Manager. Highlight your customer success stories and how you've tackled challenges in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Cloud Services Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Cloud Services Delivery Manager role. Highlight your customer support experience and any relevant ITIL qualifications to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about cloud services and how you can contribute to enhancing customer experiences. Be authentic and let your personality shine through!
Showcase Your Communication Skills:Since communication is key in this role, make sure your application showcases your ability to convey complex ideas clearly. Whether it's through your CV or cover letter, we want to see how you connect with others.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at SAS
✨Know Your Cloud Stuff
Make sure you brush up on your knowledge of cloud services and SAS technologies. Familiarise yourself with current trends and best practices in the industry, as well as any specific tools or services mentioned in the job description. This will show that you're not just interested in the role but also passionate about the field.
✨Showcase Your Customer Success Skills
Prepare examples from your past experiences where you've successfully managed customer relationships or driven customer success. Be ready to discuss how you’ve built trust and transparency with clients, as this is crucial for the role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Communicate Clearly and Confidently
Since excellent communication skills are a must, practice articulating your thoughts clearly. You might be asked to present ideas or solutions during the interview, so consider rehearsing with a friend or in front of a mirror. Remember, confidence can make a huge difference!
✨Ask Insightful Questions
Prepare thoughtful questions to ask your interviewers about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you gauge if the company is the right fit for you. Plus, it demonstrates your proactive approach to understanding the business.
