Cloud Services Delivery Manager

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About the Job

The Cloud Services Delivery team is looking for a Cloud Services Delivery Manager to provide expertise in cloud industry best practices and stay up to date with both current and emerging SAS services. The team collaborates directly with external customers to ensure SAS solutions align with and adapt to evolving business needs, working closely with Product Management, R&D, Technical Support, and Professional Services. This role plays a key part in shaping the SAS Cloud Customer Experience and driving meaningful outcomes from customers’ investment in SAS Cloud.

Work Location

Lisbon, Portugal OR Madrid, Spain (with occasional travel to our clients in Portugal).

Portuguese language is required.

As a Cloud Services Delivery Manager, You Will

• Champion and advocate for the customer experience (voice of the customer), providing
  - time and
  - demand management of assigned enterprise accounts to ensure customers meet their business goals by leveraging SAS technologies and managed application services.
• Build Customer Success Plans based on
  - defined business outcomes, quantifying the benefits and outcomes associated with SAS software and managed application services, and serve as a connector to ensure cross‑functional teams across SAS deliver to meet or exceed customer needs.
• Partner with the sales organization and Customer Success to win new business, drive customer renewals, grow accounts organically, and increase SAS usage across customer functions and processes.
• Be accountable for customer Service Level Agreements, including critical situation management outside normal business hours, and conduct regular managed application service health checkpoints with the customer to ensure desired outcomes are achieved.
• Manage a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside normal business hours.
• Proactively provide attention and escalation for urgent issues throughout the customer lifecycle, applying ITIL processes to manage customer service delivery and support, driving issue resolution and ensuring root cause analysis and corrective action with appropriate teams.
• Oversee customer budgets to ensure profitability, lead performance monitoring and hosting capacity assessments, recommend changes to maintain optimal application performance, and provide regular feedback on products, costs, and customer experience to drive continuous improvement.
• Embrace curiosity, passion, authenticity and accountability – values that influence everything we do.

Required Qualifications

• Previous experience in a similar customer‑supporting role.
• Fluent in English & Portuguese (Spanish is a distinctive advantage).
• ITIL qualification preferred but not essential.
• Excellent communication skills and ability to work under pressure while establishing strong customer relationships.
• Experience presenting to end users.
• Ability to work independently and as part of a team.
• Aptitude to learn and understand technical concepts, structures, requirements, and environments.
• Ability to influence, collaborate, and direct the work of other teams across organizational boundaries.
• Bachelor’s degree or technical certification(s) preferred but not required.

Additional Competencies, Knowledge and Skills

• Service Management – Delivering high‑quality services that meet customer and business needs.
• Ownership – Taking responsibility and driving tasks to completion.
• Managing Relationships – Building strong, collaborative connections with stakeholders.

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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology and Engineering

Industries

Software Development