Remote - Sr. Associate Cloud Services Delivery Manager

Job Locations US-NC-Cary HQ | US-Remote
Requisition ID
20047510
Category
Information Technology
Visa Sponsorship
No
Travel Requirements
None

 

Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?”

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.

 

What we do 

We’re 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.

 

 What you’ll do

We’re looking for a Senior Associate Cloud Service Delivery Manager (CSDM) is part of a team of specialized SAS Cloud professionals who work with customers to ensure that the SAS solutions and services meet and evolve with their business needs. CSDMs possess knowledge of the unique technical environments, industry best practices, current and future SAS solutions 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. CSDMs own the SAS Cloud Customer Experience and are responsible for ensuring that customers can achieve their desired business outcomes from their SAS investment.  

 

You will:

  • 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.
  • 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.
  • Provides support in ITIL processes to manage customer service delivery and support.
  • Applies critical thinking on technical issues to drive issue resolution, ensuring root cause analysis and corrective action.
  • 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
  • Provide operational process improvements to the Cloud Service Delivery Manager

What we’re looking for

  • 2-4 Years in Service Delivery Support / Helpdesk Role.
  • Experience in IT/Help Desk management and root cause analysis.
  • Experience managing a 24-hour global support, coordinating people in multiple time zones.
  • Proficient in Incident and Problem management.
  • Ability to motivate in a team-oriented, collaborative environment.
  • Excellent interpersonal/customer service skills
  • Serves as the technical contact for at least one customer project.
  • Provides feedback on internal processes.
  • Facilitates complex meetings with a broad range of customers, internal teams, and/or industry personnel.
  • Actively pursues mentorship and coaching that will assist in detecting and preventing issues.
  • Ensures financial and customer management systems are kept current with relevant customer data.
  • Routes incoming customer tickets to appropriate parties for resolution and follow up as needed.

The nice to haves

  • IT Infrastructure Library (ITIL) certification
  • Proficiency in Microsoft Office Applications, ServiceNow, Jira and Confluence
  • Foundational understanding of managed service delivery models and applicable industry/verticals.

Other knowledge, skills, and abilities

  • 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.
  • Ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.

Why SAS

  • We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.
  • Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Equal Employment Opportunity is the Law. Also view the supplement EEO is the Law, and the Pay Transparency notice. 

 

Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

 

All valid SAS job openings are located on the Careers page at www.sas.com. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at Recruitingsupport@sas.com before taking any further action.

#LI-Remote #LI-Hybrid

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