SAS is looking for a Cloud Services Delivery Manager to ensure that SAS solutions and services meet and evolve with their customers' business needs, owning the SAS Cloud Customer Experience and ensuring customers achieve their desired business outcomes from their SAS investment.
Requirements
- Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.
- Facilitates complex meetings with a broad range of customers, internal teams, and/or industry personnel.
- Prevents issues before they arise with proactive planning and regularly scheduled cloud service reviews.
- Engages with customers to capture and document customer success criteria.
- Understanding of project management methodologies and Information Technology Infrastructure Library (ITIL) processes and principles
- Ability to conceptualize client needs and translate into specific support activities
- Understanding of managed service delivery models, SAS products, and applicable industry/verticals
Responsibilities
- Ensures timely delivery of customer ecosystems by effectively leading delivery projects.
- Develop a detailed project plan to monitor and track project progress.
- Leads and/- or coordinates customer facing engagements via project planning, resourcing, staffing, progress reporting, troubleshooting, and critical task management.
- Communicate and tracks regularly on the status of project goals by ensuring project results meet requirements regarding quality, reliability, schedule, and cost.
- Report on progress of project to all stakeholders by presenting reports defining project progress, problems, and solutions.
- Validates and confirms customer requirements and prerequisites for cloud services.
- Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.
Other
- Champion and advocate for the customer experience (voice of the customer).
- Successfully manage relationships with the client and all stakeholders. Establishes and maintains relationships with third parties/ vendors.
- Manages 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.
- Conducts regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.
- Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
