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Cloud Service Delivery Manager job in Cary at Greene Resources

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Cloud Service Delivery Manager at Greene Resources

Cloud Service Delivery Manager

Greene Resources Cary, NC Contractor
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Job Number: 45117


Cloud Service Delivery Manager


Job Description:

The Cloud Services Delivery Manager is part of a team of specialized SAS Cloud professionals who work with external customers to ensure that the SAS solutions meet and evolve with their business needs.


Responsibilities:


  • Champions and advocates for the customer experience (voice of the customer).

  • Provides real-time and on-demand management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.

  • Builds Customer Success Plans based on customer defined business outcomes, quantifying the customer business benefits and/or outcomes associated with the use of SAS software and managed application services.

  • Serves as a ?connector? to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs.

  • Builds and maintains strong, long-lasting customer relationships built on trust and transparency.

  • Partners with the sales organization to win new business and drive customer renewals, growing accounts organically by identifying opportunities for growth and driving these opportunities with the sales team.

  • As relevant, partners with Customer Success organization to identify opportunities to increase SAS usage across customer functions and processes.

  • Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.

  • Manages a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside of normal business hours.

  • Conducts regular managed application service health checkpoints with the customer to ensure that customers are achieving their desired outcomes.

  • Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS.

  • Provides expertise in ITIL processes to manage customer service delivery and support.

  • Applies critical thinking on technical issues to drive issue resolution, ensuring root cause analysis and corrective action.

  • Manages customer budgets, ensuring profitability.

  • Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement.

  • Identifies and implements process improvements based on a data driven approach.

  • Leads and facilitates activities that monitor and measure hosting capacity and overall performance; puts forward recommendations for change that maintain optimal hosting and application performance.

  • Tracks all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.


Education Requirements:


  • Bachelor's degree, preferably in Computer Science, Engineering, or related field.


Desired Background/Skills:


  • Typically requires at least five years of technical account management, customer success management, consulting, or related role experience.

  • Experience in at least one vertical market preferred.

  • Familiarity with AWS and basic Networking preferred.


Qualifications:


  • Excellent communication skills

  • Ability to work well under pressure

  • Ability to establish and maintain strong customer relationships

  • Experience in presenting to end users

  • Ability to work independently and as part of a team

  • Knowledge of applicable technology, architecture and resources

  • Solid understanding of Information Technology Infrastructure Library (ITIL) processes and principles

  • Knowledge of Extract, Transfer, Load (ETL) methodologies

  • Skill in developing, tracking, and presenting customer experience metrics up to executive levels.

  • Excellent problem solving, organizational, decision-making written, oral and interpersonal skills.

  • Knowledge of software or applications development life cycle.

  • Ability to conceptualize client needs and translate into specific support activities.

  • Clear understanding of service models and strategies.

  • Negotiation skills to manage customer interactions.

  • Ability to effectively communicate with and present to C-level executives.

  • Understanding of managed service delivery models, SAS products, and applicable industry/verticals.

  • Demonstrated ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.


Other Information:


  • Employment History Check Required.

  • CA time zone, strongly preferred.



Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Job Snapshot

Employee Type

Contractor

Location

Cary, NC

Job Type

Information Technology

Experience

4 to 10 years

Date Posted

11/21/2022
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