Senior Cloud Service Delivery Manager -Hybrid | Ottawa, Canada
Nice to meet you!
We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
The Senior Cloud Service Delivery Manager (CSDM) 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 Customer Success, 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.
As a Sr CSDM you will:
- 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.
Required qualifications
Language Requirement:
Candidates must be fluent in both French and English to effectively communicate with customers.
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 8 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.
- You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.
Preferred qualifications
- Excellent communication skills
- Ability to work well under pressure
- Ability to establish and maintain strong customer relationships
- Understanding of technical concepts, structures, requirements, environments, etc.
- Ability to execute on initiatives with minimal guidance and without step-by-step instructions
- Solid understanding of Information Technology Infrastructure Library (ITIL) processes and principles
- Understanding of ETL (Extract, Transfer, Load) methodologies
- Excellent problem solving, organizational, decision-making written, oral and interpersonal skills
- Ability to conceptualize client needs and translate into specific support activities
- Advanced negotiation skills to manage customer expectations and complex customer interactions
- Ability to effectively communicate with and present to C-level executives
- Advanced understanding of managed service delivery models, SAS products, and applicable industry/verticals
- Demonstrated ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries
World-Class Benefits
Highlights include...
- 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.
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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
To qualify, applicants must be legally authorized to work in Canada 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. SAS provides a barrier-free workplace and embraces all qualified applicants with varied perspectives and backgrounds. If you’re a Canadian applicant with a qualified disability or a disabled veteran, you can request a reasonable accommodation if you are unable or limited in your ability to use www.sas.com/careers. For assistance, please email hrcan@sas.com.
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.
SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.
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