Sr Manager - IT Operations - Hybrid 

Nice to meet you!

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The SAS Cloud and Information Services team is looking for a Sr Manager, IT Operations to manage the activities and personnel delivering direct SAS Cloud operational support to SAS employees and/or SAS business customers. You will provide leadership to ensure staff functions at peak efficiency and effectiveness. Maintaining significant technical expertise across a broad spectrum of technologies including SAS technologies and ETL services, as well as solid understanding of business functions at SAS to develop and maintain comprehensive support strategies to minimize business disruption. Supporting and managing a team with training, expertise, mentoring, and best practices related to enterprise application technology and architecture is essential. A keen eye for continuous improvement and a passion to drive it in all aspects of the job is required. 

You will be coming into a new and biggest growth area in SAS global. You will and have the chance to help to shape how we work in region while working for a variety of customers day-to-day.

 As a Sr Manager, you will:

• Be the trusted partner to SAS employees and customers as point of contact for operational incidents and escalating when necessary.
• Oversees the operational teams of SAS Cloud EMEA team in response to incidents and scheduled work ensuring timely resolution as defined by service and operation level agreements.
• Overseas the operational teams for effectiveness, throughput and utilisation.
• Analyses tracking system data to identify trends and works to reduce volume and impact of incidents.
• Forms a major incident response team to focus on high impact, high severity incidents to minimize business disruption.
• Participates in evaluation of technologies and offers feedback on the applicability of these solutions for company and customer
• Evaluates and improve existing processes and procedures regularly to ensure efficiency and relevance.
• Addresses customer satisfaction concerns, advocating for customers when necessary and responding appropriately when service was not delivered appropriately.
• Maintains an awareness of and research new technologies as they relate to the delivery of information technology support.
• Keeps group members informed, manages administrative aspects of the department including personnel matters. Sets performance goals/standards/objectives for the team. 
• Performs all management responsibilities for the team including coaching and fostering growth and development.
• Ensures support documentation is developed and maintained completely and on a timely basis.
• Ensures department is in compliance with Global SAS Cloud operational policies and procedures. Recommends any changes.
• Provides technical leadership for projects; advises, as necessary. Ensures departmental goals are being met.
• Ensures projects and operational team have appropriate resourcing
• Engages with cross-divisional leadership to ensure operational consistency, ensuring processes facilitate timely and effective response to issues

 Required Qualifications

• 10+ 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.
• Bachelor's degree preferably in Computer Science or related field. 
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• Right to work in the UK
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

 Preferred Qualifications

• 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 train employees with varying skill sets in a high-pressure environment
• Excellent verbal, written, and interpersonal skills

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

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, protected veteran status or any other characteristic protected by law.

Job level will be determined based on the applicant's education, skills, and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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