Client Technical Lead

1 week ago

Sydney, New South Wales, Australia SAS Full time
:

Client Technical Lead

Role Description

What We Do:

At SAS were the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo, and changing the way we live.


The SAS Cloud team delivers Hosted and Remote SAS Solutions across a global footprint of cloud providers in strategic global locations.

This is a global team that is tightly matrixed with other regional service delivery Centres of Excellence and global resource hubs.

The team is accountable for ensuring excellent customer experiences for all SAS Cloud customers.

Be part of something exciting and join SAS working within our CIS business unit.

What You'll Do:


In this role, you will assist the SAS Cloud practice to position itself as leader in providing managed services throughout the Data Analytics industry.


You will leverage your deep technical skillset and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to production release into operations.

You will partner with a SAS Cloud Customer Success Manager to work through any technical obstacles the customer may experience.

You will build the foundation for ongoing reliability by defining key performance metrics aligned to the customer's success criteria. Through documentation, automation, and knowledge management, you will enable global teams to respond quickly and efficiently to operational incidents.


You will work with global R&D, Product, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our hosted and remote managed customer environments.

You will lead the team in efforts to improve quality, efficiency, and automation around service delivery tasks.

A keen eye for continuous improvement and a passion to drive it in all aspects of the job is required.


Key responsibilities
To take responsibility for:

  • Articulate an innovative SAS technical approach / solution based on your understanding of client's business and technical needs
  • Provide a single technical leadership and ownership from project kick off through UAT and golive for hosted and remotely managed customer projects.
  • Post golive project consultation for major changes (upgrades, migrations, etc.) and to help identify and resolve complex problems caused by repetitive incidents.
  • Ensure that all current and future technical project requirements (tasks, changes, deliverables, etc.) have a clearly defined scope and can be progressed by the responsible service team without issue. Mitigate any technical blocking condition that prohibits progress to drive towards success.
  • Enhance operational requirements to improve system stability, monitoring awareness and decrease operational burden to ensure a positive customer experience.
  • Ensure SAS Cloud standards and best practices are adhered to and validated.
  • Provide knowledge transfer for larger team related to their customer engagements and/or key technology areas.
  • Deliver excellent Client service using a Client first and continuous improvement mindset.
  • Work directly with external customers and interface with other support teams and vendors.
  • Be a trusted advisor to the client, proactively educate and guide discussions to support the operational teams

Reporting to

  • Head of Managed Services
  • EMEA

Expected Experience and Background

  • Proven years of experience as a technical advisor
:

developing solutions / working with certain technologies e.g., Cloud native development, Hybrid/ multi-cloud, DevOps processes and tools, Application migration program, Hyperscaler, RH, AI, open technologies etc.


  • Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers.
  • Demonstrated ability to work cross functionally
  • Familiarity with PaaS, XaaS and SaaS businesses, metrics, goals, challenges
  • Proven strong executive leadership and decisionmaking abilities
  • Strong communication skills, ability to articulate and sell a vision internally and externally
  • Strong execution skills and the ability to drive action and accountability
  • Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
  • Ability to communicate directly to the product, service and technical teams
:

share insights into root causes of client discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction

  • Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles

Travel
SAS Offers a hybrid approach to working. Travel is expected to client meetings and SAS offices when needed.
- s for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communica

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