Manager, Managed Cloud Services Operations

SAS; São Paulo; Hybrid; BRL 180,000 - 240,000; Full time

Benefits offered by this job

Flexible working hours / Hybrid model

Health and dental insurance

Wellness program with GoFluent

Paid holidays and year-end break

Job summary

SAS in São Paulo, Brazil, seeks a Manager for Managed Cloud Services Operations to lead a multidisciplinary team across Latin America. You will oversee Cloud Platform Administrators and Cloud Technical Leads, ensuring service levels, customer experience, and effective escalations while collaborating with global teams.

The role emphasizes people development, regional coverage, and alignment with SAS's security and operational standards. Fluency in Portuguese and Spanish is required.

Qualifications

• Bachelor’s degree in a quantitative field or related discipline; coursework or a degree in business/management/marketing is beneficial.
• Eight years of experience in technical software implementation, cloud operations, or service delivery, including large projects or teams.
• Two years of people-leadership experience, including hiring, staff development, performance expectations, resource planning, and organizational alignment.
• Professional proficiency in Portuguese and Spanish, with the ability to lead employees and communicate with customers and stakeholders in each language.
• Ability to work from São Paulo, Brazil, in alignment with the local hybrid work arrangement.
• Equivalent combination of related education, training, and experience may be considered.

Responsibilities

• Lead, mentor, and develop Cloud Platform Administrators and Cloud Technical Leads, setting clear expectations and ensuring required skills and resources.
• Oversee delivery and support of enterprise software in public cloud environments, focusing on service levels, uptime, quality, cost efficiency, and customer experience.
• Manage customer-facing and internal escalations, coordinating communication from contributors to executives and driving satisfactory resolutions.
• Allocate resources and balance customer priorities to provide region-wide coverage, partnering with global teams.
• Build relationships with customer stakeholders and internal partners across service management, sales, customer success, technical support, R&D, product, engineering, and finance.
• Use service data, KPIs, financial information, and feedback to identify risks, improve processes, and enhance service consistency.
• Help shape regional/global strategy, including technology adoption, service enhancements, engagement, and growth opportunities.
• Ensure security policies and processes support secure software development and service delivery.

Skills

Leadership

Planning

Execution

Problem-solving

Change leadership

SLA/KPI management

Cloud technologies

IT service management

Security/compliance

Automation

English proficiency

Spanish proficiency

Education

Bachelor’s degree in quantitative field

Business/Management/Marketing degree beneficial

Job description

Manager, Managed Cloud Services Operations Hybrid, São Paulo Brazil

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 Managed Cloud Services organization is looking for a people-focused, operationally strong manager to lead a multidisciplinary team in Latin America. This leader will manage both Cloud Platform Administrators and Cloud Technical Leads who operate, support, and guide enterprise software services in public cloud environments.

You will connect customer outcomes, technical operations, and people development. The role provides a visible opportunity to strengthen service consistency, improve regional coverage, guide complex escalations, and build an engaged team that collaborates effectively across Latin America and the global Managed Cloud Services organization.

As a Manager, Managed Cloud Services Operations, you will:

• Lead, mentor, and develop Cloud Platform Administrators and Cloud Technical Leads, setting clear expectations and ensuring the team has the skills, resources, and support required to meet customer commitments.
• Oversee delivery and support of enterprise software in public cloud environments, with attention to service levels, operational performance, uptime, quality, cost efficiency, and customer experience.
• Manage customer-facing and internal escalations, coordinating timely communication from individual contributors through executive stakeholders and driving satisfactory resolution.
• Allocate resources and balance customer priorities to provide effective coverage across the region, while partnering with other Managed Cloud Services teams globally.
• Build strong relationships with customer stakeholders and internal partners across service management, sales, customer success, technical support, research and development, product, engineering, and finance.
• Use service data, key performance indicators, financial information, and customer feedback to identify risks, improve processes, increase automation, and enhance service consistency.
• Help shape regional and global Managed Cloud Services strategy, including technology adoption, service enhancements, customer engagement, and growth opportunities.
• Ensure all applicable security policies and processes are followed to support the organization’s secure software development and service-delivery goals.
• Embrace curiosity, passion, authenticity, and accountability. These are our values and influence everything we do.

Required qualifications

• Bachelor’s degree, preferably in a quantitative field or a related discipline. Coursework or a degree in business, management, or marketing is beneficial.
• Minimum eight years of experience in technical software implementation, cloud operations, service delivery, or a closely related field, including experience managing large projects or technical teams.
• Minimum two years of people-leadership experience, including hiring, staff development, performance expectations, resource planning, and organizational alignment.
• Professional proficiency in both Portuguese and Spanish, with the ability to lead employees and communicate with customers and stakeholders in each language.
• Ability to work from São Paulo, Brazil, in alignment with the local hybrid work arrangement.
• Equivalent combination of related education, training, and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Strong leadership judgment with a practical balance of business, technology, customer, and service-delivery experience.
• Demonstrated planning, execution, problem-solving, and change-leadership skills in a complex, cross-functional environment.
• Experience using SLAs, KPIs, operational metrics, cost information, and customer feedback to manage performance and priorities.
• Current knowledge of public cloud technologies, enterprise software operations, IT service management, security, privacy, compliance, automation, and service optimization.
• English proficiency sufficient for effective collaboration within a global organization is required, Spanish proficiency preferred.

Benefits Highlights

• Flexible working hours / Hybrid working model.
• Top class health and dental insurance, wellness program, language education support with GoFluent.
• Your well-being matters, and that's why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.
• Paid holidays and end-of-year holiday break

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:

Job level will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

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