Principal Cloud Services Delivery Manager- Remote

As a Principal Cloud Services Delivery Manager at SAS, you will play a pivotal role in ensuring exceptional service delivery by establishing strong customer relationships based on trust and transparency. You'll oversee delivery projects, validate customer requirements for cloud services, manage enterprise accounts, and ensure compliance with Service Level Agreements. Your role will also involve proactive management of complex customer ecosystems, addressing concerns throughout the customer lifecycle, and conducting regular health checkpoints for optimal outcomes.

To qualify for the Principal Cloud Services Delivery Manager role at SAS, you should have a minimum of 12 years of relevant experience in areas such as Managed Cloud Services, Customer Success Management, or Strategic Project Management. While a bachelor’s degree or technical certifications are preferred, equivalent experience and training are also considered. Strong negotiation skills, advanced collaboration abilities, and practical experience in managing customer expectations are essential for success in this position.

Success as a Principal Cloud Services Delivery Manager at SAS hinges on your advanced ability to influence and collaborate across teams. Essential skills include expert negotiation capabilities to manage complex customer interactions, superior conceptualization to meet client needs, and the ability to communicate effectively with C-level executives. Moreover, your knack for exercising independent judgment and innovative problem-solving will be invaluable as you guide clients toward achieving their business goals.

SAS offers an extensive range of benefits for the Principal Cloud Services Delivery Manager position, including comprehensive medical, dental, and vision plans. Employees can enjoy a robust 401k plan, generous time off, Volunteer Time Off, parental leave, and childcare benefits. Our commitment to employee well-being is further underscored by unique offerings such as a Winter Wellness Break and on-site healthcare services for employees and their families.

SAS stands out as an exceptional workplace for a Principal Cloud Services Delivery Manager due to its emphasis on a dynamic and fulfilling career experience. The organization fosters a culture of inclusivity and innovation, allowing individuals to add to our vibrant work environment. With a strong commitment to employee well-being, competitive benefits, and exciting career growth opportunities, SAS is truly a place where you can thrive and make a significant impact.

In answering this question, it's important to highlight your history of building strong customer relationships based on trust and transparency. Share specific examples of how you've advocated for customer needs and aligned services to meet their goals. Discuss any tools or methodologies you've used to maintain communication and ensure customer satisfaction, emphasizing your proactive approach.

When addressing critical situations outside of normal business hours, detail your approach to crisis management. Mention your ability to stay calm under pressure and your strategies for swift communication with all stakeholders involved. Provide an example of a past critical situation where you successfully managed a resolution, ensuring service continuity.

In your response, discuss different project management methodologies you've employed, such as Agile or Waterfall. Reflect on why you prefer certain methods based on the project size or team structure, and provide examples of successful outcomes achieved through your chosen methodologies. Show how your approach fosters collaboration and efficiency.

To ensure SLA compliance, explain the importance of setting realistic expectations from the outset. Talk about your process for monitoring metrics, maintaining communication with clients, and addressing performance issues proactively. Provide examples of how you've enabled teams to meet or exceed SLA expectations in previous roles.

When answering this question, select a specific instance where your influence positively affected a team decision. Detail your approach to understanding different team perspectives, facilitating discussions, and presenting data-driven arguments. Emphasize the collaborative efforts you led, resulting in a consensus that benefited the customer and the team.

In your response, mention the resources you use to keep abreast of cloud service trends, such as industry publications, webinars, and conferences. Discuss how you apply this knowledge to your role, whether it's through adopting new technologies, improving service delivery, or sharing insights with your team to enhance customer solutions.

Provide an example demonstrating your ability to manage customer expectations effectively. Highlight the importance of clear, honest communication and the strategies you use to set deliverables and timelines. Discuss how you’ve handled past discrepancies and turned challenging situations into positive outcomes for customers.

Reflect on your relevant experience and the alignment of your values with SAS’s culture. Discuss specific qualities like your leadership skills, commitment to customer success, and ability to foster collaboration across teams. Emphasize your passion for data intelligence and how that drives your commitment to excellence in service delivery.

To address this question, discuss your methodology for understanding customer needs, mapping out a roadmap for service delivery, and identifying key stakeholders. Provide an example of a customer ecosystem you've successfully built in the past, including the steps you took to facilitate integration and ongoing support.

In your response, outline the tools and technologies you’ve been exposed to or have used in your previous roles. This could include project management tools like JIRA, communication platforms such as Slack, or cloud management technologies. Highlight how these tools have enhanced your efficiency and accuracy in managing delivery projects.