Manager, Managed Cloud Services - Hybrid, UK

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About the job

The SAS Cloud Customer Experience is actively searching for a manager to join our SAS Managed Cloud Service Delivery Management team. This role involves managing the activities and personnel responsible for providing direct SAS Managed Service Management 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 support delivery, operational and success capabilities across the business that share the objective of providing the highest levels of customer service while maintaining overall financial goals in support of SAS Managed Cloud Services revenue growth and profitability. Defines and oversees the development of internal and external resources needed to meet customer and service expectations within the scope of contract.

We are looking for someone with a keen eye for continuous improvement and a passion for driving it in all aspects of the operational administrator’s 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:

• Customer Relationship Management - Develop and maintain strong relationships with customer stakeholders, ensuring effective communication and alignment on objectives.
• Service Delivery Oversight - Lead and manage technical and operational teams responsible for the ongoing delivery and support of enterprise software in the public cloud.
• Customer Escalations and ITSM - Manage escalations, both customer-facing and internally, to drive timely and satisfactory resolutions.
• Team Leadership and Resource Management - Lead, mentor, and develop technical teams, ensuring they have the skills and resources to deliver on customer commitments.
• Business and Financial Acumen - Understand key business concepts that support revenue and profit growth, such as cost management, revenue forecasting, and budget adherence.
• Continuous Improvement and Innovation - Identify and implement process improvements and tools to enhance the efficiency and effectiveness of service delivery.
• Cross-Functional Collaboration - Collaborate with sales, marketing, and customer success teams to align managed services with customer growth strategies.
• Reporting and Metrics - Prepare and deliver regular reports on service performance, financials, and customer satisfaction to internal and external stakeholders.
• Risk Management and Compliance - Proactively identify and mitigate risks associated with cloud delivery, including security, compliance, and operational risks.
• Strategic Planning - Participate in the development of long-term strategies for managed services, ensuring alignment with company goals and market trends.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

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
• 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
• Right to work in the UK
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Delegation and Empowerment - Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.
• Inspiring Others - Motivating individuals toward higher levels of performance that are aligned with the organization’s vision and values.
• Creating a Culture of Trust - Fostering a work environment that encourages people to act with integrity and treat each other and their ideas with respect; creating and protecting a high-trust environment by setting an example, advocating for others in the face of challenges, removing barriers to trust, and rewarding others for demonstrating behaviors that cultivate trust. Provides feedback both reinforcing and constructive regarding the behaviors of his/her managers.
• Leading Change - Driving organizational and cultural changes needed to achieve strategic objectives; catalyzing new approaches to improve results by transforming organizational culture, systems, or products/services; helping others overcome resistance to change.
• Ability for SC clearance 

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

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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