Cloud Services Delivery Manager

SAS - Global; Marlow; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading software firm is seeking a Cloud Services Delivery Manager to ensure customer satisfaction and success with their cloud solutions. This role involves building strong relationships, managing service delivery, and collaborating across teams. Ideal candidates should have excellent communication skills and experience in customer support. Offering a hybrid work environment in Marlow, this position comes with numerous opportunities for professional growth.

Qualifications

• Previous experience in a customer supporting role.
• Ability to work independently and as part of a team.
• Strong customer relationships focus.

Responsibilities

• Champion and advocate for the customer experience.
• Build Customer Success Plans based on outcomes.
• Partner with sales to drive customer renewals.

Skills

Excellent communication skills

Ability to work well under pressure

Experience in presenting to end users

Ability to influence and collaborate

Aptitude to learn technical concepts

Education

Bachelor's degree or technical certification

Tools

ITIL knowledge

Job description

Overview

Cloud Services Deliver Manager - Hybrid, Marlow

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 Cloud Services Delivery team is looking for a Cloud Services Delivery Manager to provide expertise in cloud industry best practices and stay up to date with both current and emerging SAS services. Our team collaborates directly with external customers to ensure SAS solutions align with and adapt to their evolving business needs. We work closely with Product Management, R&D, Technical Support, and Professional Services, and play a key role in shaping the SAS Cloud Customer Experience and driving meaningful business outcomes from customers’ investment in SAS Cloud.

This is a unique opportunity to join a dynamic, customer-facing team at the forefront of cloud innovation at SAS. You'll make a real impact by helping customers unlock the full value of their cloud investment, while deepening your expertise across cutting-edge technologies and collaborating with some of the brightest minds in the industry

Responsibilities

• 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.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Qualifications

• 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.

Additional competencies, knowledge and skills

• Service Management– Delivering high-quality services that meet customer and business needs.
• Ownership– Taking responsibility and driving tasks to completion.
• Managing Relationships– Building strong, collaborative connections with stakeholders.

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:

SAS 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 [e-mail].

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