: Title: Director, CIS Pune Shared Services Center
Level: Director, IT – Cloud & Information Services (Operational Leadership Role)
Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?” If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.
What we do
We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.
What you’ll do
The Cloud & Information Services (CIS) division has two primary areas of responsibility. First, CIS provides “traditional IT” services to all business units within SAS. CIS takes a very consultative approach to engaging with our business unit leaders, learning how they operate, understanding their organizational objectives, helping align investments in technology to those strategic goals and delivering technology and ongoing operations. Second, CIS provides 24x7x365 managed services for our SAS Cloud customers. This service portfolio includes hosted managed application services, remote managed application services and SaaS for SAS platforms and industry solutions.
This position will be a member of the CIS Leadership Team. The position will report to the local leader of SAS India, but matrix report to the Chief Information Officer based in the United States. The position will oversee all CIS activities in Pune, India (Shared Services Center). CIS team members in Pune will operate as members of a global service organization focused on activities including application development, data and analytics, IaaS, PaaS and SaaS. Strategic direction for these areas will come from global service owners, but the day-to-day task and activity will be managed locally.
In addition to participating in global teams providing global CIS services, the Pune, India location will also own and operate CIS’s 24x7x365 Operations Center. The Operations Center is currently under construction and is envisioned to provide monitoring, management, remediation and change management for all technical systems CIS oversees including internal and external (customer) solutions. The CIS Operations Center will operate in a helpdesk-to-helpdesk model and will not have responsibility to interface directly with customers. Building out the Operations Center, recruiting, hiring and overseeing its operations will be a primary responsibility of this leadership role. It is a highly visible and high value position within CIS. The success of SAS Cloud’s global growth will depend on the successful construction and execution of the CIS Operations Center.
In addition to the day-to-day operational management of the CIS team in Pune, this role will interface with local and global leadership and act as an escalation point for the operational aspects of the Shared Services Center in Pune, India.
Hires and retains outstanding talent focused on customer delivery and support
Works with the global CIS Leadership team (Global Service Owners) to establish, improve and scale the Pune CIS team
Leads the Pune CIS leadership team
Represents CIS leadership as a member of the local India leadership team
The Cloud & Information Services team in the Pune is rapidly expanding, and there is currently hiring underway for a variety of roles. This is an excellent opportunity for an experienced leader to help build a new team and shape the customer experience at SAS.
What we’re looking for
5+ years of leadership operating a remote shared services center and liaising with a US based leadership team
10+ years of management experience leading operational, customer-facing, and cloud focused service delivery teams including at least 3+ years overseeing a 24x7x365 operations center
15+ years’ experience with demonstrated success in delivering and supporting mission-critical enterprise software services
Experience with managing technical personnel, in service delivery teams that span multiple shifts
Deep experience and expertise with Microsoft Azure
Excellent English communication, both written and verbal
Strong presentation skills for both internal and external audiences
Ability to interact efficiently and effectively with all audiences ranging from C-level executives to line level individual contributors
Primary responsibilities for this role include
Management and leadership for CIS division in Pune, India
Build, recruit, retain and mentor management into the future leaders of SAS
Serve as escalation point for complex customer and/or service issues
Effective collaboration with global teams within and outside of CIS
Engaged member of Pune leadership team; make recommendations for effective engagement at the local site level
Close collaboration and active member of the global Cloud & Information Services (CIS) leadership team
Provide input and oversight for a world class 24x7x365 Operations Center
Continuous improvement and innovation in the way in which global services are delivered including how to promote and grow the Pune shared services center
Essential
Bachelor’s degree or higher in Engineering, preferably in Computer Science, Computer Applications or a related discipline.
5+ years of leadership operating a remote shared services center and liaising with a US based leadership team
10+ years of management experience leading operational, customer-facing, and cloud focused service delivery teams including at least 3+ years overseeing a 24x7x365 operations center
15+ years’ experience with demonstrated success in delivering and supporting mission-critical enterprise software services
Experience with managing technical personnel, in service delivery teams that span multiple shifts
Excellent English communication, both written and verbal
Strong presentation skills for both internal and external audiences
Ability to interact efficiently and effectively with all audiences ranging from C-level executives to line level individual contributors
The nice to haves
SAS Software Experience
Deep experience and expertise with Microsoft Azure
ITIL certifications
Job Detail
Job Id
JD2002854
Industry
Not mentioned
Total Positions
1
Job Type:
Full Time
Salary:
Not mentioned
Employment Status
Permanent
Job Location
Pune, Maharashtra, India
Education
Not mentioned
Experience
Year
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