Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Cloud Services Delivery team is seeking a Cloud Services Delivery Manager to offer expertise in cloud industry best practices and stay current with SAS services. This role involves collaborating with external customers to ensure SAS solutions meet their evolving business needs, working closely with various internal teams to enhance the customer experience and drive business outcomes from SAS Cloud investments.

Responsibilities

Champion and advocate for the customer experience, providing real-time and on-demand management of assigned enterprise accounts.
Build Customer Success Plans based on customer-defined business outcomes and quantify associated benefits.
Serve as a connector to ensure cross-functional teams engage to meet or exceed customer needs.
Partner with sales and Customer Success to win new business, drive renewals, and grow accounts organically.
Be accountable for customer Service Level Agreements, including critical situation management outside of normal business hours.
Conduct regular managed application service health checkpoints with the customer.
Manage a complex portfolio of solutions and managed application services, potentially with a global footprint and requiring engagement outside normal business hours.
Proactively provide attention and escalation for urgent issues or concerns during the customer lifecycle.
Provide expertise in ITIL processes to manage customer service delivery and support.
Apply critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action.
Oversee customer budgets to ensure profitability, lead performance, and conduct hosting capacity assessments.
Recommend changes to maintain optimal application performance.
Provide regular feedback on products, costs, and customer experience for continuous improvement.
Implement data-driven process enhancements.
Track all outstanding pre- and post-delivery issues, ensuring timely updates and resolution.
Ensure all applicable security policies and processes are followed.

Requirements

5+ years of service account management, customer success management, project management, consulting, or related role experience.
Experience in at least one vertical market preferred.
Excellent communication skills.
Ability to work well under pressure.
Ability 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, environments, etc.
Ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.
Proof of right to work in work location is required.

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.

Location

Marlow, London, Glasgow, UK

Work Type

Hybrid

Experience Level

5+ years

Education Level

Bachelor's degree or technical certification(s) preferred but not required.
ITIL qualified will be preferred although it is not essential.
An equivalent combination of related education, training and experience may be considered.

About the Company

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.

Equal Opportunity

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.