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Service Level Management Program Manager

Blue Cross and Blue Shield of Nebraska
Omaha, USA
Full-time
Manager · 5+ years experience
Hybrid
Discovered 3 days ago

Full Job Posting

What You'll Do

  • SLA Program Management
  • Develop and implement an enterprise SLA governance program.
  • Create and maintain a centralized inventory of all client contractual SLAs.
  • Establish standards, processes, and controls for SLA management.
  • Ensure all client SLA commitments are documented and regularly reviewed.
  • Performance Measurement & Reporting
  • Partner with operational teams to identify and capture required SLA metrics.
  • Design and maintain processes for collecting and validating SLA performance data.
  • Develop recurring client and leadership reporting.
  • Monitor SLA performance and identify trends, risks, and improvement opportunities.
  • Coordinate remediation plans when SLA performance is at risk.
  • Contract Support & Governance
  • Review proposed client contracts for SLA requirements.
  • Provide recommendations on standard SLA language and service commitments.
  • Act as the subject matter expert for SLA structure, measurement methodologies, and reporting requirements.
  • Support Sales, Legal, and Account Management during contract negotiations and renewals.
  • Cross-Functional Collaboration
  • Work with business and technology teams to identify systems and data sources needed to support SLA reporting.
  • Drive accountability across teams for SLA compliance.
  • Facilitate governance meetings related to SLA performance and contractual obligations.
  • Continuous Improvement
  • Identify opportunities to automate SLA measurement and reporting.
  • Develop KPI dashboards and executive-level reporting.
  • Recommend process improvements to enhance service performance and contractual compliance.
  • To be considered for this position, you must have:
  • Bachelor's degree or equivalent experience.
  • 5+ years of experience in program management, service management, operations management, customer success operations, contract governance, or related disciplines.
  • Experience developing performance metrics, reporting frameworks, and governance processes.
  • Strong analytical and problem-solving skills.
  • Experience working cross-functionally with operational, technology, legal, and commercial teams.
  • Excellent communication and presentation skills.
  • An equivalent combination of education and experience may be substituted for this requirement.
  • The ability to meet or exceed the attendance and timeliness requirements of their departments.
  • The ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and or ability required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.
  • The strongest candidates for this position will also possess:
  • Experience managing contractual Service Level Agreements (SLAs).
  • Experience with customer-facing service operations.
  • Experience with reporting and dashboard tools such as Power BI or Tableau.
  • Knowledge of ITIL, service management, or operational governance frameworks.
  • Experience supporting contract review and negotiation processes.
  • Learn more about what makes BCBSNE such an exceptional place to work by visiting NebraskaBlue.com/Careers.
  • We strongly believe that diversity of experience, perspective and background will lead to a better workplace for our employees and a better product for our customers and members.

Qualifications

  • Bachelor's degree or equivalent experience.
  • Experience with customer-facing service operations.
  • Experience with reporting and dashboard tools such as Power BI or Tableau.

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