Manager, Cloud Service Delivery Management - Cary, United States - SAS

    SAS
    SAS Cary, United States

    1 month ago

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    Description

    Manager, Cloud Service Delivery Management

    Job Locations US-NC-Cary HQ Requisition ID Category Information Technology Visa Sponsorship No Travel Requirements None

    Manager, Cloud Service Delivery Manager- Hybrid | Cary, NC

    Nice to meet you

    We're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.

    We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

    About the job

    The Manager, Cloud Services Delivery, manages a team of specialized SAS Cloud professionals who work with customers to ensure that the SAS solutions and services meet and evolve with their business needs. Cloud Service Delivery Managers (CSDMs) possess knowledge of the unique technical environments, industry best practices, current and future SAS solutions and work closely with an extended network of SAS professionals in Product Management, Research and Development, Technical Support, SAS Cloud, and Professional Services in support of their customers. CSDMs own the SAS Cloud Customer Experience and are responsible for ensuring that customers can achieve their desired business outcomes from their SAS investment.

    As a Manager, Cloud Services Delivery, you will:

  • Manage a team of CSDMs as well as hire and develop additional team members, creating a culture of continual service improvement and customer obsession
  • Contribute to YOY revenue and margin growth.
  • Identify and implement process improvements based on a data driven approach.
  • Ensure teams are meeting defined milestones and escalating appropriately when needed.
  • Coach team members on account management strategy, methodologies and best practices in project management, technology application, and interpersonal skills
  • Identify and remove barriers to team accountability, productivity and operational success
  • Establish cross functional partnerships that influence and support the team's ability to successfully deliver and grow the CSDM services.

    • Responsibilities of the CSDM team:

  • Champions and advocates for the customer experience (voice of the customer).
  • Provides 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
  • Serves as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.
  • Builds and maintain strong, long-lasting customer relationships built on trust and transparency
  • Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours
  • Conducts regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.
  • Provides expertise and expertise in ITIL processes to manage customer service delivery and support

    • Required qualifications

  • Bachelor's degree in computer science or related quantitative field.
  • At least 8 years of experience managing a cloud services, technical account management, customer success management, or managed services team
  • Proficiency in process formulation and process improvement.
  • Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations (up to Csuite).
  • Ability to set priorities and deliver objectives without the need of day-to-day supervision
  • Strong organizational and prioritization skills; ability to handle multiple workstreams /demands
  • Demonstrated understanding of Project Management Practice procedures and tools; thorough understanding of project delivery lifecycle
  • Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

    • Preferred qualifications

  • ITIL v3 Foundation Certification preferred
  • Expertise with Managed Application Services
  • Project Management certifications/expertise
  • Experience with Service Now

    • Resources for career development

    World-class benefits

    Highlights include...

  • Comprehensive medical, prescription, dental and vision plans.
  • Medical plan options include...PPO with low annual deductible and copays. HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
  • Onsite Health Care Center (HQ) that's free to employees and family members enrolled in the PPO plan. There's a pharmacy too Not local to HQ? The pharmacy will ship prescriptions for no additional charge
  • An industry-leading 401k plan.
  • Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
  • Volunteer Time Off, parental leave and unlimited paid sick days.
  • Generous childcare benefits for all full-time employees

    • #LI-CC1

    Diverse and Inclusive

    At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it's essential to who we are. To put it plainly: you are welcome here.