Cloud Service Delivery Manager

4 days ago

Sydney, Australia SAS Full time

:
Cloud Service Delivery Manager

**The Cloud Services Delivery Manager is part of a team of specialized SAS Cloud professionals who work with external**
**customers to ensure that the SAS solutions meet and evolve with their business needs. They possess knowledge of the unique**
**cloud industry best practices, and current and future SAS services 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. They own the SAS Cloud Customer Experience and are accountable for ensuring that customers can achieve their desired business outcomes from their SAS Cloud investment.**

Primary Responsibilities
- Champions and advocates for the customer experience (voice of the customer).
- Serves as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.
- Builds and maintains strong, long-lasting customer relationships built on trust and transparency.
- Partners with the sales organization to win new business and drive customer renewals, growing accounts organically by identifying opportunities for growth and driving these opportunities with the sales team.
- As relevant, partners with Customer Success organization to identify opportunities to increase SAS usage across customer functions and processes.
- Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.
- Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.
- Provides expertise in ITIL processes to manage customer service delivery and support.
- Applies critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
- Manages customer budgets, ensuring profitability.
- Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement.
- Identifies and implements process improvements based on a data driven approach.
- Tracks all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.

**Additional responsibilities may include**:

- Serve as the Cloud Service contact for at least one customer project.
- Provide feedback on internal processes.
- Facilitate complex meetings with a broad range of customers, internal teams, and/or industry personnel.
- Actively pursue mentorship and coaching that will assist in detecting and preventing issues.
- Ensure financial and customer management systems are kept current with relevant customer data.
- Route incoming customer tickets to appropriate parties for resolution and follow up as needed.

**Required Qualifications**
- **"To be considered for this role you will require Australian Citizenship or a Permanent Resident visa for Australia"**
- Bachelor's degree or technical certification(s) preferred but not required.
- Typically requires experience in a Customer supporting role.
- Foundational Cloud Knowledge (Azure, AWS, GCP, etc )
- The role is a hybrid role in Sydney, Australia

**Preferred Qualifications**
- Excellent communication skills.
- Banking, Finance or Healthcare experience is a plus
- Experience as a Service Delivery Manager, Problem Manager, Customer manager a plus
- 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.
- Foundational understanding of managed service delivery models and applicable industry/verticals.
- Ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.

**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.

**Additional Information**:
**_
LI-GE1_

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