Cloud Services Delivery Engineer - Hybrid, Sao Paulo Brazil

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About the job

The Cloud Services Delivery Engineer 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. They possess knowledge of the unique cloud industry best practices, and current and future SAS services and work closely with an extended network of SAS professionals in Product Management, Research and Development, Technical Support, SAS Cloud, and Professional Services in support of their customers. They own the SAS Cloud Customer Experience and are accountable for ensuring that customers   can achieve their desired business outcomes from their SAS Cloud investment.

As a Cloud Services Delivery Engineer, you will:    

• Ensures excellent service by establishing strong, long-lasting customer relationships built on trust and transparency.
• Ensures timely delivery of customer ecosystems by effectively driving delivery projects.
• Builds and maintains delivery plans.
• 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.
• Provides expertise and may be certified in ITIL processes to manage customer service delivery and support.
• Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement and to inform renewal contracts.
• 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 qualifications  

• Excellent communication skills in Portuguese and English
• Bachelor's degree in IT related field
• Understanding of Information Technology Infrastructure Library (ITIL) processes and principles
• Aptitude to learn and understand Extract, Transfer, Load (ETL) methodologies
• 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
• Experience in presenting to end users
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Aptitude to learn and understand technical concepts, structures, requirements, environments, etc.
• Ability to establish and maintain strong customer relationships
• Ability to work independently and as part of a team
• Ability to conceptualize client needs and translate into specific support activities
• Skill in developing, tracking, and presenting customer experience metrics up to executive levels
• Excellent problem solving, organizational, decision-making written, oral and interpersonal skills

Benefits Highlights

• Flexible working hours / Hybrid working model.
• Top class health and dental insurance, wellness program, language education support with GoFluent.
• 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.
• Paid holidays and end-of-year holiday break

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

Additional Information:

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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