Manager, Managed Cloud Services- Hybrid 

Nice to meet you!

We’re a leader in data and AI. 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

I'm excited to share that the SAS Cloud and Information Services team is actively searching for a Manager to join our SAS Managed Cloud Operational team. This role involves managing the activities and personnel responsible for providing direct SAS Managed operational support to both SAS employees and SAS business customers.

In this position, you will offer leadership to ensure that our staff operates at peak efficiency and effectiveness. You will be key to driving the smooth operation of our growing team. The role requires significant technical expertise across a broad spectrum of technologies including Kubernetes, Cloud and SAS technologies.

We are looking for someone with a keen eye for continuous improvement and a passion for driving it in all aspects of the operational administrators team. This is an exciting opportunity to join a new and rapidly growing area within SAS globally. You will have the chance to help shape how we work in the region while supporting a variety of customers on a day-to-day basis. 

As a Manager, you will:

• Ensure operations are aligned to SAS Managed big-picture goals and strategic pillar activities, making sure direct reports and peers are on the same journey to ensure consistency of practice.
• Be the trusted partner to SAS employees and customers as point of contact for operational incidents and escalating when necessary.
• Developing and maintaining business relationships with customers.
• Oversees the operational teams of SAS Managed EMEA team in response to incidents and scheduled work ensuring timely resolution as defined by service and operation level agreements.
• Evaluate the overall performance of your teams and identify areas for improvement.
• Analyses tracking system data to identify trends and works to reduce volume and impact of incidents.
• Participates in evaluation of technologies and offers feedback on the applicability of these solutions for company and customer
• Evaluates and improve existing processes and procedures regularly to ensure efficiency and relevance.
• Addresses customer satisfaction concerns, advocating for customers when necessary and responding appropriately when service was not delivered appropriately.
• Maintains an awareness of and research new technologies as they relate to the delivery of information technology support.
• Keeps group members informed, manages administrative aspects of the department including personnel matters. Sets performance goals/standards/objectives for the team. 
• Performs all management responsibilities for the team including coaching and fostering growth and development.
• Ensures support documentation is developed and maintained completely and on a timely basis.
• Ensures department is in compliance with Global SAS Managed operational policies and procedures. Recommends any changes.
• Provides technical leadership for projects; advises, as necessary. Ensures departmental goals are being met.
• Ensures projects and operational team have appropriate resourcing
• Engages with cross-divisional leadership to ensure operational consistency, ensuring processes facilitate timely and effective response to issues
• Supprt On call production team (24x7).

Required Qualifications

• 8+ years of experience in Information Systems within a functional area.
• Five years of experience in a leadership role includes two years in a formal management role.
• Bachelor's degree preferably in Computer Science or related field. 
• May need to travel for client escalations
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• Demonstrated strong management and leadership skills 
• Excellent technical knowledge of one or more operating systems and hardware architecture
• Excellent ability to handle multiple projects at the same time
• Excellent ability to supervise and train employees with varying skill sets in a high-pressure environment
• Excellent verbal, written, and interpersonal skills

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:

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.

Job level 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.

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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