Head of Operations, SAS Managed EMEA- Hybrid 

At SAS, where you start doesn’t have to be where you end; and there is ample opportunity for internal career mobility. Whether you’re looking to grow a new skill or experience a new role, there’s no time like the present to take the next step and we’re here to support you in your journey.

About the job

The SAS Cloud and Information Services team is looking for a Sr Manager, for their SAS Managed Operational team to manage the activities and personnel delivering direct SAS Managed operational support to SAS employees and/or SAS business customers. You will provide leadership to ensure staff functions at peak efficiency, effectiveness and be responsible for driving the efficient running of our growing operational teams. 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 for our customers. 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:

• Ensure operations are aligned to SAS Managed big-picture goals and strategic pillar activities, making sure direct reports and peers are on the same journey to ensure consistency of practice.
• Be the trusted partner to SAS employees and customers as point of contact for operational incidents and escalating when necessary.
• Developing and maintaining business relationships with customers.
• Oversees the operational teams of SAS Managed EMEA team in response to incidents and scheduled work ensuring timely resolution as defined by service and operation level agreements.
• Evaluate the overall performance of your teams and identify areas for improvement.
• Analyses tracking system data to identify trends and works to reduce volume and impact of incidents.
• 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 Managed 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.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

 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

Benefits highlights

• Our Recreation and Fitness center offers recorded fitness classes to help you fit movement into your day.
• Your well-being matters, and that’s why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.

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

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.

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.

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