Manager, Managed Cloud Services, Delivery

Manager, Managed Cloud Services, Delivery – Hybrid, Glasgow, Marlow, London, UKWe’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.

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About the jobThe Managed Cloud Services team is actively searching for a manager to join our SAS Managed Cloud 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:

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.

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.

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 qualifications8+ 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. Three years of direct customer experience preferred. Bachelor's degree preferably in Computer Science or related field.

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…