Cloud Services Delivery Manager | Hybrid/Remote

SAS; Madrid; Híbrido; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

SAS in Madrid is seeking a Cloud Services Delivery Manager for an 8-month fixed-term contract, offering hybrid or remote work. You’ll lead customer-focused service delivery for SAS cloud solutions, coordinating with cross-functional teams to align with customer outcomes.

Role requires strong customer experience advocacy, ITIL awareness, and ability to manage complex service portfolios. This position emphasizes collaboration with Sales, CS, R&D, and Professional Services to drive value.

Formación

• 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.
• Proof of right to work in UK 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.

Responsabilidades

• 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.This will result in maintaining strong, long-lasting relationships with our customers built on trust and transparency.
• Partner with the sales organization and Customer Success to win new business, drive customer renewals, growing accounts organically and looking 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.

Conocimientos

Customer support experience

Communication skills

ITIL knowledge

Cross-functional collaboration

Bachelor's degree

Presentation skills

Independent worker

Learning aptitude

Educación

Bachelor's degree or technical certification(s)

Descripción del empleo

SAS in Madrid is seeking a Cloud Services Delivery Manager for an 8-month fixed-term contract, offering hybrid or remote work. You’ll lead customer-focused service delivery for SAS cloud solutions, coordinating with cross-functional teams to align with customer outcomes.

Role requires strong customer experience advocacy, ITIL awareness, and ability to manage complex service portfolios. This position emphasizes collaboration with Sales, CS, R&D, and Professional Services to drive value.