Service Level Management Program Manager

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. And, 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 like you 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.

Candidates applying to this position must live within driving distance of the Omaha, Nebraska metro. This position allows remote flexibility but will have 2 day per week in the office.

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.

About Us

On the cutting edge of the health care industry, helping Nebraskans in moments of joy, times of hardship and the steps in between.

We are Blue Cross and Blue Shield of Nebraska (BCBSNE), and we exist to be there for people when they need us. Our goal is to add more good, healthy years to people’s lives by supporting our customers and the Nebraska community at large. We have more than 80 years of experience behind us. And a bright future ahead as we continuously innovate to drive health care forward while meeting the needs of our members and state.

If you’re passionate about helping people along their health journeys, we invite you to explore our career offerings.

Here, you will find opportunities to grow personally and professionally while making a difference for our customers and greater Nebraska community.