Cloud Services Delivery Manager

Overview

In this role you drive cloud service delivery for SAS customers, aligning cloud solutions with business goals and cross-functional teams. You’ll shape customer outcomes, manage SLAs, and advocate for a best-in-class customer experience. You work with product, R&D, support, and professional services to ensure SAS cloud investments translate into measurable value. This role offers exposure to cutting-edge cloud technologies and a collaborative, impact-driven culture.

Responsibilities

• Champion customer experience and provide real-time management of enterprise accounts to meet business goals using SAS technologies and managed services
• Develop Customer Success Plans with quantified outcomes and coordinate cross-functional delivery to meet needs
• Partner with Sales and Customer Success to drive renewals, grow accounts, and expand SAS usage
• Own SLAs, manage critical incidents outside business hours, and perform regular health checkpoints
• Oversee a diverse, possibly global service portfolio and engage teams across time zones
• Escalate urgent issues, apply ITIL processes, and drive root-cause analysis and corrective actions
• Monitor budgets, performance, hosting capacity, and propose changes to optimize application performance
• Provide feedback on products, costs, and customer experience to drive continuous improvement and track issues
• Ensure adherence to security policies to support secure software development

Key requirements

• 5+ years in service account management, customer success, project management, consulting, or related roles
• Excellent communication and relationship-building skills
• Experience presenting to end users and ability to work independently or in a team
• Ability to learn and translate technical concepts and requirements
• Influence and coordinate cross-functional teams across the organization
• Bachelor’s degree or technical certification preferred but not required
• Proof of right to work in the work location

• strong communication under pressure
• relationship-building
• collaboration across teams
• ITIL processes
• cloud services delivery
• stakeholder management

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