Hybrid Cloud Services Delivery Manager

at SAS

• Job title: Cloud Services Delivery Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Ottawa, Canada

About the role

• Cloud Service Delivery Manager ensuring optimal customer experience and value realization from SAS Cloud solutions. Act as primary contact for customers and manage complex service delivery projects.

Responsibilities

• Act as a Primary Point of contact for SAS Cloud Customer to drive time to value and ensure optimal customer experience and value realization.
• Champion and advocate for the customer experience (voice of the customer) - provide a white glove service by establishing strong, long-lasting customer relationships built on trust and transparency.
• Ensure timely delivery of customer ecosystems by effectively leading delivery projects.
• Provides real-time management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.
• Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.
• Manage 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.
• Proactively manage customer lifecycle journey with SAS, provide attention and escalation for urgent issues or concerns, effectively collaborate internally to achieve desired outcomes.
• Apply critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
• Accountable for contractual budget management, ensuring profitability.
• Identify and implement process improvements based on a data driven approach.
• Communicate with internal stakeholders creating awareness and visibility into issues impacting customer health.

Requirements

• Language Requirement: This role requires fluency in English.
• Additional proficiency in French is strongly preferred and will be considered an asset.
• Security Clearance Requirement : Candidates must be eligible to obtain Canadian government security clearance and maintain the clearance throughout their employment as they will work in a protected space.
• At least 5 years of service account management, customer success management, consulting, or related role experience.
• Bachelor’s degree in Computer Science or a related quantitative field.
• Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.
• Provides input into the design and documentation of internal processes and drives innovation.
• Leads 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 - proactively manages stakeholders to prevent or minimize escalations.
• Serves as a mentorship resource or subject matter expert to other team members.
• Engages with customer stakeholders to collaborate on the definition of customer success criteria.
• Develops methods to measure and track performance against success criteria.
• Establishes appropriate methods to report and share customer experience performance.
• Proposes and leads cross functional initiatives for continual service improvement.

Benefits

• Comprehensive medical, prescription, dental and vision plans and a health care spending account.
• Short- and long-term disability plans.
• Group RRSP matching program.
• Gym membership and fitness equipment reimbursement.
• Generous time away including vacation time, a variety of paid holidays, volunteer time off and unlimited sick days.
• Your well-being matters, and that’s why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.