SAS Cloud Client Technical Lead

Job Locations UK-Marlow | UK-Manchester | UK-London | UK-Glasgow
Requisition ID
20044019
Job Category
Information Technology
Travel Requirements
10%
Position Type
Professional

Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?” 

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless. 

 

What we do  

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live. 

At SAS were the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo, and changing the way we live.

The SAS Cloud team delivers Hosted and Remote SAS Solutions across a global footprint of cloud providers in strategic global locations. This is a global team that is tightly matrixed with other regional service delivery Centres of Excellence and global resource hubs. The team is accountable for ensuring excellent customer experiences for all SAS Cloud customers.

Be part of something exciting and join SAS working within our CIS business unit.

 

What you’ll do

We’re looking for a Client Technical Lead.  

In this role, you will assist the SAS Cloud practice to position itself as leader in providing managed services throughout the Data Analytics industry.

The Client Technical Lead for the SAS Cloud team in SAS’s Cloud and Information Services (CIS) division, you will be responsible for all aspects of our hosted and remote managed SAS application environments. You will work collaboratively with customers, analysts, developers, and implementation team members to deliver world class SAS service.

You will leverage your deep technical skillset and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to production release into operations. You will partner with a SAS Cloud Customer Success Manager to work through any technical obstacles the customer may experience. You will build the foundation for ongoing reliability by defining key performance metrics aligned to the customer's success criteria. Through documentation, automation, and knowledge management, you will enable global teams to respond quickly and efficiently to operational incidents.

You will work with global R&D, Product, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our hosted and remote managed customer environments. 

You will lead the team in efforts to improve quality, efficiency, and automation around service delivery tasks.  A keen eye for continuous improvement and a passion to drive it in all aspects of the job is required.

 

You will:

  • Articulate an innovative SAS technical approach / solution based on your understanding of client’s business and technical needs
  • Engage with key client counterparts as technical solution / subject matter expert on SAS Cloud
  • Provide a single technical leadership and ownership from project kick off through UAT and go-live for hosted and remotely managed customer projects.
  • Post go-live project consultation for major changes (upgrades, migrations, etc.) and to help identify and resolve complex problems caused by repetitive incidents.
  • Ensure that all current and future technical project requirements (tasks, changes, deliverables, etc.) have a clearly defined scope and can be progressed by the responsible service team without issue. Mitigate any technical blocking condition that prohibits progress to drive towards success.
  • Enhance operational requirements to improve system stability, monitoring awareness and decrease operational burden to ensure a positive customer experience.
  • Ensure SAS Cloud standards and best practices are adhered to and validated.
  • Provide knowledge transfer for larger team related to their customer engagements and/or key technology areas.
  • Deliver excellent Client service using a Client first and continuous improvement mindset.
  • Manage, monitor, and maintain container-based applications deployed in cloud container services.
  • Work directly with external customers and interface with other support teams and vendors.
  • Be a trusted advisor to the client, pro-actively educate and guide discussions to support the business development team.

 

Reporting to

  • Head of Managed Services - EMEA

 What we’re looking for

  • Proven years of experience as a technical advisor: developing solutions / working with certain technologies e.g., Cloud native development, Hybrid/ multi-cloud, DevOps processes and tools, Application migration program, Hyperscaler, RH, AI, open technologies etc.
  • Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers.
  • Demonstrated ability to work cross functionally
  • Familiarity with PaaS, XaaS and SaaS businesses, metrics, goals, challenges
  • Proven strong executive leadership and decision-making abilities
  • Strong communication skills, ability to articulate and sell a vision internally and externally
  • Strong execution skills and the ability to drive action and accountability
  • Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
  • Ability to communicate directly to the product, service and technical teams: share insights into root causes of client discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction
  • Entrepreneurial spirit and mindset, a focus on possibilities and not obstacles
  • You’re curious, passionate, authentic and accountable. These are our valuesand influence everything we do.

 

Travel

SAS Offers a hybrid approach to working. Travel is expected to client meetings and SAS offices when needed.

Why SAS

  • We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference. 
  • Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.

 

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, or any other characteristic protected by law.

All valid SAS job openings are located on the Careers page at www.sas.com. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at Recruitingsupport@sas.com before taking any further action.

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