Service Level Management Program Manager
About The Position
The Service Level Management Program Manager establishes, governs, and continuously improves Blue Cross and Blue Shield of Nebraska’s client-facing Service Level Agreement (SLA) program. The role owns SLA governance across client contracts, ensuring service commitments are documented, measured, reported, and supported by effective operational processes. The Program Manager partners with Client Success, Operations, Technology, Product, Legal, Sales, and Account Management to build a scalable SLA management and reporting framework. The role also guides contract negotiations and renewals so SLA commitments are measurable, achievable, and aligned with operational capabilities. The position requires the employee to live within driving distance of the Omaha, Nebraska metro. It offers remote flexibility with two days per week in the office.
Requirements
- Bachelor's degree or equivalent experience; an equivalent combination of education and experience may be substituted.
- At least 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.
- Ability to work well in a team and build and maintain positive relationships with staff, departments, and customers.
- Ability to meet or exceed departmental attendance and timeliness requirements.
Nice To Haves
- 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.
Responsibilities
- 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 client SLA commitments are documented and regularly reviewed.
- 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.
- Review proposed client contracts for SLA requirements.
- Recommend standard SLA language and service commitments.
- Serve as a subject matter expert on SLA structure, measurement methodologies, and reporting requirements.
- Support Sales, Legal, and Account Management during contract negotiations and renewals.
- Work with business and technology teams to identify systems and data sources needed for SLA reporting.
- Drive accountability across teams for SLA compliance.
- Facilitate governance meetings related to SLA performance and contractual obligations.
- 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.
- Meet or exceed departmental attendance and timeliness requirements.
- Perform essential duties satisfactorily; other duties may be assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
