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Cloud Services Delivery Manager

年収：800万～ 1000万

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部署・役職名	Cloud Services Delivery Manager
職種	運用・保守・監視・テクニカルサポート
業種	ソフトウエア
勤務地	東京都
仕事内容	What You’ll Do: ・Champions and advocates for the customer experience (voice of the customer). Provides real-time and on-demand management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services. ・Builds Customer Success Plans based on customer defined business outcomes, quantifying the customer business benefits and/or outcomes associated with the use of SAS software and managed application services. Serves as a 'connector' to ensure that cross-functional teams across SAS are engaged and delivering to meet/exceed customer needs. ・Builds and maintains strong, long-lasting customer relationships built on trust and transparency. Partners with the sales organization to win new business and drive customer renewals, growing accounts organically by identifying opportunities for growth and driving these opportunities with the sales team. ・As relevant, partners with Customer Success organization to identify opportunities to increase SAS usage across customer functions and processes. 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. ・Proactively provides attention and escalation for urgent issues or concerns during the customer lifecycle with SAS. ・Provides expertise in ITIL processes to manage customer service delivery and support. ・Applies critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams. ・Manages customer budgets, ensuring profitability. ・Provides relevant input and feedback about products, performance, costs and customer experience on a regular basis to ensure continual service improvement. ・Identifies and implements process improvements based on a data driven approach. ・Leads and facilitates activities that monitor and measure hosting capacity and overall performance; puts forward recommendations for change that maintain optimal hosting and application performance. ・Tracks all outstanding customer pre and post-delivery issues and provides status updates to clients as necessary.
応募資格	【必須（MUST）】・Fluency in Japanese and business-level English ・Bachelor's degree or technical certification(s) preferred but not required. ・Experience in a Customer supporting role. ・The role is a hybrid role in Tokyo, Japan 【歓迎（WANT）】・Foundational Cloud Knowledge (Azure, AWS, GCP, etc…) ・Banking, Finance or Healthcare experience is a plus ・Experience as a Service Delivery Manager, Problem Manager, Customer manager a plus ・Ability to establish and maintain strong customer relationships. ・Experience in presenting to end users. ・Foundational understanding of managed service delivery models and applicable industry/verticals. ・Ability to influence, collaborate, and direct the work of other functional teams across organizational boundaries.
アピールポイント	自社サービス・製品あり外資系企業創立30年以上産休・育休取得実績あり女性管理職実績あり年間休日120日以上海外事業完全土日休みフレックスタイム
リモートワーク	可「可」と表示されている場合でも、「在宅に限る」「一定期間のみ」など、条件は求人によって異なります
受動喫煙対策	屋内禁煙
更新日	2025/10/21
求人番号	5940087

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SAS Institute Japan株式会社

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