Head of Operations, Managed Cloud Services

Head of Operations, Managed Cloud Services - Hybrid, UK (Glasgow, Marlow & London)

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.

The SAS Cloud and Information Services team is looking for a Sr Manager, for their Managed Cloud Services team to manage the activities and personnel delivering direct SAS Managed operational support to SAS employees and/or SAS business customers. You will provide leadership to ensure staff functions at peak efficiency, effectiveness and be responsible for driving the efficient running of our growing operational teams.

Maintaining significant technical expertise across a broad spectrum of technologies including SAS technologies, ETL and DBA services, as well as solid understanding of business functions at SAS to develop and maintain comprehensive support strategies to minimize business disruption for our customers. A keen eye for continuous improvement and a passion to drive it in all aspects of the job is required.

You will be coming into a new and biggest growth area in SAS global. You will and have the chance to help to shape how we work in region while working for a variety of customers day-to-day.

• Ensure operations are aligned to SAS Managed big-picture goals and strategic pillar activities, making sure direct reports and peers are on the same journey to ensure consistency of practice.
• Be the trusted partner to SAS employees and customers as point of contact for operational incidents and escalating when necessary.
• Developing and maintaining business relationships with customers.
• Oversees the operational teams of SAS Managed EMEA team in response to incidents and scheduled work ensuring timely resolution as defined by service and operation level agreements.
• Evaluate the overall performance of your teams and identify areas for improvement.
• Analyses tracking system data to identify trends and works to reduce volume and impact of incidents.
• Participates in evaluation of technologies and offers feedback on the applicability of these solutions for company and customer.
• Evaluates and improve existing processes and procedures regularly to ensure efficiency and relevance.
• Addresses customer satisfaction concerns, advocating for customers when necessary and responding appropriately when service was not delivered appropriately.
• Maintains an awareness of and research new technologies as they relate to the delivery of information technology support.
• Keeps group members informed, manages administrative aspects of the department including personnel matters. Sets performance goals/standards/objectives for the team.
• Performs all management responsibilities for the team including coaching and fostering growth and development.
• Ensures support documentation is developed and maintained completely and on a timely basis.
• Ensures department is in compliance with Global SAS Managed operational policies and procedures. Recommends any changes.
• Provides technical leadership for projects; advises, as necessary. Ensures departmental goals are being met.
• Ensures projects and operational team have appropriate resourcing.
• Engages with cross-divisional leadership to ensure operational consistency, ensuring processes facilitate timely and effective response to issues.
• 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.

• 12+ years of experience in the technical implementation of software systems, and managing large projects and programming teams.
• Five years of experience in a leadership role includes two years in a formal management role.
• Bachelor's degree preferably in Computer Science or related field.
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• Proof of right to work in UK is required to be considered for the role.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

• Creating a Culture of Trust - Fostering a work environment that encourages people to act with integrity and treat each other and their ideas with respect; creating and protecting a high-trust environment by setting an example, advocating for others in the face of challenges, removing barriers to trust, and rewarding others for demonstrating behaviors that cultivate trust. Provides feedback both reinforcing and constructive…