{"id":1732747,"url":"https://alion.io/job/sas-cloud-service-delivery-manager","title":"Cloud Service Delivery Manager","company":{"id":3454,"name":"SAS Institute","domain":"sas.com","url":"https://alion.io/company/sas","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":135000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1088},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SAS","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"GCP","optional":true}],"status":"live","first_seen_at":"2026-10-03T00:23:51Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-24T18:02:34Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Cloud Service Delivery Manager\nHybrid, Location\nThe 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.\nWhat We Do:\nAt 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. \nThe 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. \nBe part of something exciting and join SAS working within our CIS business unit. \nWhat You’ll Do:\nChampions and advocates for the customer experience (voice of the customer).\nProvides 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.\nBuilds 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.\nServes as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.\nBuilds and maintains strong, long-lasting customer relationships built on trust and transparency.\nPartners 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.\nAs relevant, partners with Customer Success organization to identify opportunities to increase SAS usage across customer functions and processes.\nAccountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.\nManages 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.\nConducts regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.\nProactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.\nProvides expertise in ITIL processes to manage customer service delivery and support.\nApplies critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.\nManages customer budgets, ensuring profitability.\nProvides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement.\nIdentifies and implements process improvements based on a data driven approach.\nLeads and facilitates activities that monitor and measure hosting capacity and overall performance; puts forward recommendations for change that maintain optimal hosting and application performance.\nTracks all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.\nRequired Qualifications\nFluency in Japanese and business-level English\nBachelor's degree or technical certification(s) preferred but not required.\nExperience in a Customer supporting role.\nPreferred Qualifications\nFoundational Cloud Knowledge (Azure, AWS, GCP, etc…)\nBanking, Finance, or pharmaceutical experience is a plus\nExperience as a Service Delivery Manager, Problem Manager, Customer manager a plus\nAbility to establish and maintain strong customer relationships.\nExperience in presenting to end users.\nFoundational understanding of managed service delivery models and applicable industry/verticals.\nAbility to influence, collaborate, and direct the work of other functional teams across organizational boundaries.\nYou are welcome here.\nAt 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.\nSAS only sends emails from verified “sas.com” 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 .\nLet's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.","description_format":"text","description_chars":5334,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[{"language":"Japanese","level":"Advanced (C1)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Machine Learning","Predictive Analytics","BI & Dashboard Software","Data Science & Notebook Platforms"],"lifecycle":[{"event":"open","at":"2026-10-14T02:00:51Z"}],"visa":[],"liveness":{"score":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.723,"p_room":0.45,"age_days":21,"expected_fill_days":13,"reasons":["conf:0","velocity","win:tail","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/sas-cloud-service-delivery-manager","json_url":"https://alion.io/job/sas-cloud-service-delivery-manager.json","meta":{"generated_at":"2026-10-24T20:54:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30535,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3454},"rest":"https://alion.io/mcp/rest/get_company?id=3454"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsas-cloud-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsas-cloud-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsas-cloud-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sas-cloud-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsas-cloud-service-delivery-manager"}]}