SAS Institute Inc. is looking for a Cloud Services Delivery Manager to join our team of specialized cloud professionals. You will own the customer experience for SAS Cloud, ensuring our solutions evolve to meet client needs and deliver on their desired business outcomes.

What You'll Do

Champion and advocate for the customer experience.
Ensure timely delivery of customer ecosystems by effectively leading delivery projects.
Develop detailed project plans to monitor and track progress.
Lead and coordinate customer-facing engagements via planning, resourcing, and troubleshooting.
Communicate and track project status against goals for quality, reliability, schedule, and cost.
Report project progress to all stakeholders, defining problems and solutions.
Successfully manage relationships with the client and all stakeholders.
Establish and maintain relationships with third parties and vendors.
Validate and confirm customer requirements and prerequisites for cloud services.
Be accountable for customer Service Level Agreements and critical situation management, which may occur outside normal business hours.
Manage a highly complex portfolio of solutions and managed application services.
Conduct regular managed service health checkpoints with customers.
Proactively escalate urgent issues or concerns during the customer lifecycle.
Apply expertise in ITSM processes to manage service delivery and support.
Apply critical thinking to drive issue resolution and root cause analysis.
Be accountable for contractual budget management and profitability.
Ensure all applicable security policies and processes are followed.

What We're Looking For

Bachelor’s degree in computer science or a related quantitative field.
At least 5+ years of service account management, customer success management, consulting, or related role experience.
Experience serving as the primary contact for multiple, concurrent customer projects.
Ability to facilitate complex meetings with customers, internal teams, and industry personnel.
Proactive planning skills to prevent issues before they arise.
Experience engaging with customers to capture and document success criteria.
Equivalent combination of education, training, and relevant experience may be considered.

Nice to Have

Ability to establish and maintain strong customer relationships.
Experience presenting to end users, including C-level executives.
Aptitude to learn and understand technical concepts, structures, and requirements.
Understanding of project management methodologies and ITIL processes.
Excellent problem-solving, communication, organizational, decision-making, and interpersonal skills.
Ability to conceptualize client needs and translate them into specific support activities.
Understanding of managed service delivery models, SAS products, and applicable industries.
Demonstrated ability to influence, collaborate, and direct the work of other functional teams.

Benefits & Compensation

Comprehensive medical, prescription, dental, and vision plans.
Medical plan options including a PPO with low deductible and copays, and an HDHP with a health savings account contribution.
Onsite Health Care Center at HQ, free to employees and family members enrolled in the PPO.
An industry-leading 401k plan.
Tuition Assistance Program and resources for your development.
Generous time away including vacation, paid holidays, and a U.S. Winter Wellness Break.
Volunteer Time Off, parental leave, and unlimited paid sick days.
Generous childcare benefits for all full-time employees.

Work Mode

This role offers a hybrid work schedule and is based in Cary, North Carolina.

Curious, passionate, authentic, and accountable are our values. It’s not about fitting into our culture – it’s about adding to it. Our inclusive workforce brings together unique talents and inspires teams to create amazing software.

SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law.