Cloud Services Delivery Lead - Elevating Customer Experience

SAS; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

The Cloud Services Delivery Manager role at SAS blends strategic client guidance with hands-on service delivery across cloud platforms. You will lead enterprise accounts, shape success plans, and collaborate with Product Management, R&D, Support and Professional Services to drive measurable outcomes from SAS Cloud investments.

Based in the UK with hybrid working, you will manage complex portfolios, ensure SLAs, and champion customer experience while aligning with ITIL principles and

Qualifications

• 5+ years of service account management, customer success management, project management, consulting, or related role experience.
• 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.

Responsibilities

• Champion and advocate for the customer experience, provide real-time and on-demand management of assigned enterprise accounts to ensure customers meet business goals.
• Build Customer Success Plans based on customer outcomes and serve as a connector to ensure cross-functional SAS teams deliver to meet needs.
• Partner with sales and Customer Success to win new business, drive renewals, and grow accounts across functions and processes.
• Be accountable for SLAs, including after-hours support and health checkpoints with customers to ensure desired outcomes.
• Manage a complex portfolio of solutions with potential global footprint and off-hours engagement.
• Provide escalation for urgent issues and apply ITIL processes to drive issue resolution with root-cause analysis.

Skills

Customer relationship management

Communication skills

Team collaboration

Problem solving

Education

Bachelor's degree or technical certification

Tools

ITIL

Job description

The Cloud Services Delivery Manager role at SAS blends strategic client guidance with hands-on service delivery across cloud platforms. You will lead enterprise accounts, shape success plans, and collaborate with Product Management, R&D, Support and Professional Services to drive measurable outcomes from SAS Cloud investments.

Based in the UK with hybrid working, you will manage complex portfolios, ensure SLAs, and champion customer experience while aligning with ITIL principles and