Service Level Management Program Manager

About the role

At Blue Cross and Blue Shield of Nebraska, we are a mission-driven organization dedicated to championing the health and well-being of our members and the communities we serve. Our team is the power behind that promise. As the industry rapidly evolves and we seek ways to optimize business processes and customer experiences, there's no greater time for forward-thinking professionals to join us in delivering on it. As a member of Team Blue, you'll find purpose, opportunities and the support you need to build a meaningful career and make a powerful impact in our community.

The Service Level Management Program Manager is responsible for establishing, governing, and continuously improving the company's client-facing Service Level Agreement (SLA) program. This role serves as the central owner of SLA governance across all client contracts, ensuring service commitments are documented, measured, reported, and supported through effective operational processes. The position will partner closely with Client Success, Operations, Technology, Product, Legal, Sales, and Account Management teams to create a scalable framework for SLA management and reporting. The role will also provide guidance during contract negotiations and renewals to ensure SLA commitments are measurable, achievable, and aligned with operational capabilities.

Responsibilities

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

Requirements

• 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 the degree requirement
• The ability to meet or exceed the attendance and timeliness requirements of the department
• The ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers

Preferred qualifications

• 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

Location & schedule

Candidates must live within driving distance of the Omaha, Nebraska metro area. This position allows remote flexibility but requires 2 days per week in the office.