Senior Manager, Managed Cloud Services, Cloud Technical Lead Services – Hybrid, Cary, North Carolina
About the job
The SAS Managed Cloud Operations team is seeking a Senior Manager to lead the US Cloud Technical Lead (CTL) service. This leader will ensure that customers receive consistent, high-quality technical leadership while managing regional capacity, service performance, and continuous improvement. The role also partners with global CTL leadership and adjacent Managed Cloud Services teams to maintain a consistent role standard across regions.
The CTL service spans the customer lifecycle from cloud activation and to the transition into steady-state operations through integrations, lifecycle planning, incident and problem follow-up, change governance, technical assessments, and renewal support. The Senior Manager will turn those expectations into clear priorities, effective operating practices, measurable outcomes, and sustained development for the US CTL team.
As a Senior Manager, you will:
- Own the US CTL service as a regional technical leadership capability, aligning execution to the global CTL role standard while defining appropriate US operating targets and priorities.
- Lead, coach, and develop senior technical professionals who act as trusted technical advisors and primary technical authorities for assigned SAS Managed Cloud customers.
- Manage service capacity, customer coverage, backup ownership, staffing priorities, and skill development across the US customer portfolio.
- Create a culture of proactive service delivery focused on prevention, technical rigor, customer outcomes, accountability, and continuous improvement.
- Partner with global CTL leaders to improve consistency, share knowledge, and evolve common service standards, measures, documentation, and enablement.
- Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.
Required qualifications
- 12+ years of experience in IT, application support, and/or technical consulting, including at least 5 years in a leadership role and at least 2 years in a formal management role.
- Bachelor’s degree in computer science, Information Systems, or related field.
- Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
- Experience with Azure, AWS, or GCP
- Experience with Linux
- Equivalent combination of related education, training and experience may be considered in place of the above qualifications.
Additional competencies, knowledge and skills
- Emotional Intelligence Essentials - Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.
- Leading Change - Driving organizational and cultural changes needed to achieve strategic objectives; catalyzing new approaches to improve results by transforming organizational culture, systems, or products/services; helping others overcome resistance to change.
- Delegation and Empowerment - Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.
World-class benefits
Highlights include...
- Comprehensive medical, prescription, dental and vision plans.
- Medical plan options include:
- PPO with low annual deductible and copays.
- HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
- Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There’s a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
- An industry-leading 401k plan.
- Tuition Assistance Program and programs and resources to support your development
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
