Cloud Service Delivery Manager

SAS; Oslo; On-site; NOK 75,000 - 95,000; Full time

Job summary

SAS is seeking a Cloud Services Delivery Manager in Oslo, Norway. This hybrid role entails advocating for customer experience, managing enterprise accounts, and developing Customer Success Plans. The ideal candidate possesses experience in customer-support roles, excellent communication skills, and understanding of ITIL processes. Fluency in Norwegian is preferred. Join a dynamic team working at the forefront of cloud innovation and help customers maximize their investment in SAS Cloud.

Qualifications

• Experience in a similar customer-supporting role.
• Excellent communication skills and ability to work under pressure.
• Ability to influence, collaborate, and direct work across organizational boundaries.
• Fluency in Norwegian preferred.

Responsibilities

• Champion customer experience and provide management of assigned enterprise accounts.
• Build Customer Success Plans based on customer-defined business outcomes.
• Partner with sales organization to win new business and grow accounts.
• Manage Service Level Agreements and customer budgets.

Skills

Customer relationship management

Communication skills

Problem-solving

ITIL processes

Technical understanding

Education

Bachelor's degree or technical certification

Job description

Overview

Cloud Services Delivery Manager — Hybrid — Oslo, Norway

The Cloud Services Delivery team provides expertise in cloud industry best practices and stays up to date with current and emerging SAS services. The team collaborates directly with external customers to ensure SAS solutions align with and adapt to evolving business needs. We work closely with Product Management, R&D, Technical Support, and Professional Services to shape the SAS Cloud Customer Experience and drive meaningful business outcomes from customers’ investments 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 help customers unlock the full value of their cloud investment while deepening your expertise across cutting-edge technologies and collaborating with talented colleagues.

Responsibilities

• Champion and advocate for the customer experience (voice of the customer). Provide real-time and on-demand management of assigned enterprise accounts to help customers meet business goals by leveraging SAS technologies and managed application services.
• Build Customer Success Plans based on customer-defined business outcomes, quantifying benefits and outcomes associated with the use of SAS software and managed application services. Serve as a connector to ensure cross-functional SAS teams are engaged and delivering to meet and exceed customer needs, maintaining strong, long-lasting relationships built on trust and transparency.
• Partner with the sales organization and Customer Success to win new business, drive customer renewals, grow accounts organically, and identify 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 outcomes are achieved.
• Manage a highly complex and varied portfolio of solutions and managed services that may have a global footprint and require engagement outside of normal business hours.
• Proactively provide attention and escalation for urgent issues during the customer lifecycle, apply ITIL processes to manage service delivery, drive issue resolution, and ensure root cause analysis and corrective action with appropriate teams.
• Oversee customer budgets to ensure profitability, monitor performance and hosting capacity, and recommend changes to maintain optimal application performance. Provide feedback on products, costs, and customer experience to drive continuous improvement and track outstanding issues until resolution.
• Ensure adherence to applicable security policies and processes to support secure software development goals.
• Embrace curiosity, passion, authenticity and accountability as core values influencing work.

Required qualifications

• Experience in a similar customer-supporting role.
• ITIL qualification preferred but not essential.
• Excellent communication skills and ability to work under pressure; able to 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, and environments.
• Ability to influence, collaborate, and direct work across organizational boundaries.
• Bachelor's degree or technical certification preferred but not required.
• Fluency in Norwegian preferred.
• Proof of right to work in the work location required.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

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.