Cloud Services Delivery Manager

SAS; Lisboa; Híbrido; EUR 70 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Bonus

Private health insurance

Meal vouchers

Well-being programs

Fitness center

Resumo da oferta

SAS in Lisbon is seeking a Cloud Services Delivery Manager to lead enterprise cloud projects and ensure customer outcomes. The role blends hands-on service delivery with strategic account management, working across Product, R&D, and Support to align SAS solutions with client goals.

You will manage a mixed portfolio, travel to clients in Portugal, and uphold service levels while promoting ITIL practices. The position offers hybrid work in Lisbon and a collaborative, customer-focused culture.

Qualificações

• Fluent in English and Portuguese.
• ITIL qualified preferred but not essential.
• Excellent communication skills under pressure.
• Experience presenting to end users.
• Ability to influence and coordinate cross-functional teams.
• Bachelor's degree or technical certification preferred.

Responsabilidades

• Lead customer experience and manage enterprise accounts to meet business goals.
• Build success plans and align SAS services with customer outcomes.
• Partner with Sales and Customer Success to grow accounts.
• Own SLAs and handle critical situations beyond normal hours.
• Manage a complex, potentially global portfolio of services.
• Escalate issues, apply ITIL practices, and drive issue resolution.

Conhecimentos

Customer relationships

Communication

Problem solving

Team collaboration

English fluency

Portuguese fluency

ITIL knowledge

Formação académica

Bachelor's degree or technical certification

Ferramentas

CRM systems

ITIL framework

Descrição da oferta de emprego

Cloud Services Delivery Manager - Hybrid, Lisbon.

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 collaborate 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

Work Location: Lisbon, Portugal, with occasional travel to clients in Portugal.

As a Cloud Services Delivery Manager, you will:

• 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.

Required qualifications

• Previous experience in a similar,Customer supporting role.
• Fluent in English & Portuguese.
• 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.

Benefits highlights

• Competitive basic salary plus bonus.
• Great benefit package including pension contribution, private health insurance, meal vouchers and more.
• Our Recreation and Fitness Center offers recorded fitness classes to help you fit movement into your day.
• SAS supports your well-being with programs that reduce stress and distractions to help you stay healthy and productive.

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.

#SAS