Cloud Services Delivery Manager in Marlow

Overview

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 will 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.

Responsibilities

• 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, grow accounts organically and look 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.

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.