Cloud Services Delivery Manager

SAS•Cary HQ, NC

41d•Hybrid

About The Position

We’re looking for a Cloud Service Delivery Manager (CSDM) is part of a team of specialized SAS Cloud professionals who work with customers to ensure that the SAS solutions and services meet and evolve with their business needs. CSDMs possess knowledge of the unique technical environments, industry best practices, current and future SAS solutions 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. CSDMs own the SAS Cloud Customer Experience and are responsible for ensuring that customers can achieve their desired business outcomes from their SAS investment.

Requirements

Bachelor’s degree in computer science or a related quantitative field.
At least 5+ years of service account management, customer success management, consulting, or related role experience.
Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.
Facilitates complex meetings with a broad range of customers, internal teams, and/or industry personnel.
Prevents issues before they arise with proactive planning and regularly scheduled cloud service reviews.
Engages with customers to capture and document customer success criteria.
Equivalent combination of education, training, and relevant experience may be considered in place of the requirements above.

Nice To Haves

Ability to establish and maintain strong customer relationships
Experience in presenting to end users, including C-level executives
Aptitude to learn and understand technical concepts, structures, requirements, environments, etc.
Understanding of project management methodologies and Information Technology Infrastructure Library (ITIL) processes and principles
Excellent problem solving, communication, organizational, decision-making written, oral and interpersonal skills
Ability to conceptualize client needs and translate into specific support activities
Understanding of managed service delivery models, SAS products, and applicable industry/verticals
Demonstrated ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.

Responsibilities

Champion and advocate for the customer experience (voice of the customer).
Ensures timely delivery of customer ecosystems by effectively leading delivery projects.
Develop a detailed project plan to monitor and track project progress.
Leads and/- or coordinates customer facing engagements via project planning, resourcing, staffing, progress reporting, troubleshooting, and critical task management.
Communicate and tracks regularly on the status of project goals by ensuring project results meet requirements regarding quality, reliability, schedule, and cost.
Report on progress of project to all stakeholders by presenting reports defining project progress, problems, and solutions.
Successfully manage relationships with the client and all stakeholders.
Establishes and maintains relationships with third parties/ vendors.
Validates and confirms customer requirements and prerequisites for cloud services.
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 and may be certified in ITSM 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.
Accountable for contractual budget management, ensuring profitability.
Ensures all applicable security policies and processes are followed to support the organization's secure software development goals.

Benefits

Comprehensive medical, prescription, dental and vision plans.
Medical plan options include: PPO with low annual deductible and copays.
HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too!
Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
An industry-leading 401k plan.
Tuition Assistance Program and programs and resources to support your development
Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off, parental leave and unlimited paid sick days.
Generous childcare benefits for all full-time employees.