Manager, Managed Cloud Services Operations

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

• Lead, mentor, and develop Cloud Platform Administrators and Cloud Technical Leads, setting clear expectations and ensuring the team has the skills, resources, and support required to meet customer commitments.
• Oversee delivery and support of enterprise software in public cloud environments, with attention to service levels, operational performance, uptime, quality, cost efficiency, and customer experience.
• Manage customer-facing and internal escalations, coordinating timely communication from individual contributors through executive stakeholders and driving satisfactory resolution.
• Allocate resources and balance customer priorities to provide effective coverage across the region, while partnering with other Managed Cloud Services teams globally.
• Build strong relationships with customer stakeholders and internal partners across service management, sales, customer success, technical support, research and development, product, engineering, and finance.
• Use service data, key performance indicators, financial information, and customer feedback to identify risks, improve processes, increase automation, and enhance service consistency.
• Help shape regional and global Managed Cloud Services strategy, including technology adoption, service enhancements, customer engagement, and growth opportunities.
• Ensure all applicable security policies and processes are followed to support the organization’s secure software development and service-delivery goals.
• Embrace curiosity, passion, authenticity, and accountability. These are our values and influence everything we do.

• Bachelor’s degree, preferably in a quantitative field or a related discipline. Coursework or a degree in business, management, or marketing is beneficial.
• Minimum eight years of experience in technical software implementation, cloud operations, service delivery, or a closely related field, including experience managing large projects or technical teams.
• Minimum two years of people-leadership experience, including hiring, staff development, performance expectations, resource planning, and organizational alignment.
• Professional proficiency in both Portuguese and Spanish, with the ability to lead employees and communicate with customers and stakeholders in each language.
• Ability to work from São Paulo, Brazil, in alignment with the local hybrid work arrangement.
• Equivalent combination of related education, training, and experience may be considered in place of the above qualifications.

• •  Strong leadership judgment with a practical balance of business, technology, customer, and service-delivery experience.
• •  Demonstrated planning, execution, problem-solving, and change-leadership skills in a complex, cross-functional environment.
• •  Experience using SLAs, KPIs, operational metrics, cost information, and customer feedback to manage performance and priorities.
• •  Current knowledge of public cloud technologies, enterprise software operations, IT service management, security, privacy, compliance, automation, and service optimization.
• •  English proficiency sufficient for effective collaboration within a global organization is required, Spanish proficiency preferred.

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. 

Job level will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process

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