Cloud Service Delivery Manager

Cloud Service Delivery Manager

Hybrid, Location

The Cloud Services Delivery Manager is part of a team of specialized SAS Cloud professionals who work with external customers to ensure that the SAS solutions meet and evolve with their business needs. They possess knowledge of the unique cloud industry best practices, and current and future SAS services and work closely with an extended network of SAS professionals in Product Management, Research and Development, Technical Support, SAS Cloud, and Professional Services in support of their customers. They own the SAS Cloud Customer Experience and are accountable for ensuring that customers can achieve their desired business outcomes from their SAS Cloud investment.

What We Do:

• At SAS were the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo, and changing the way we live.
• The SAS Cloud team delivers Hosted and Remote SAS Solutions across a global footprint of cloud providers in strategic global locations. This is a global team that is tightly matrixed with other regional service delivery Centres of Excellence and global resource hubs. The team is accountable for ensuring excellent customer experiences for all SAS Cloud customers.
• Be part of something exciting and join SAS working within our CIS business unit.

What You’ll Do:

• Champions and advocates for the customer experience (voice of the customer).
• Provides 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.
• Builds 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.
• Serves as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.
• Builds and maintains strong, long-lasting customer relationships built on trust and transparency.
• Partners with the sales organization to win new business and drive customer renewals, growing accounts organically by identifying opportunities for growth and driving these opportunities with the sales team.
• As relevant, partners with Customer Success organization to identify opportunities to increase SAS usage across customer functions and processes.
• Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.
• Manages 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.
• Conducts regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.
• Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
• Provides expertise in ITIL processes to manage customer service delivery and support.
• Applies critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
• Manages customer budgets, ensuring profitability.
• Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement.
• Identifies and implements process improvements based on a data driven approach.
• Leads and facilitates activities that monitor and measure hosting capacity and overall performance; puts forward recommendations for change that maintain optimal hosting and application performance.
• Tracks all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.

Required Qualifications

• Fluency in Japanese and business-level English
• Bachelor's degree or technical certification(s) preferred but not required.
• Experience in a Customer supporting role.

Preferred Qualifications

• Foundational Cloud Knowledge (Azure, AWS, GCP, etc…)
• Banking, Finance, or pharmaceutical experience is a plus
• Experience as a Service Delivery Manager, Problem Manager, Customer manager a plus
• Ability to establish and maintain strong customer relationships.
• Experience in presenting to end users.
• Foundational understanding of managed service delivery models and applicable industry/verticals.
• Ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.

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.

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