Service Experience Manager

Service Experience Manager III

Role Summary

The Service Experience Manager III (SEM III) is responsible for ensuring operational excellence and a consistently high‑quality customer experience across complex, mission‑critical Teradata environments. This role partners closely with customer executives and operational leaders to stabilize, optimize, and continuously improve analytics platforms across cloud and on‑premises deployments.

The SEM III acts as a trusted advisor, service owner, and escalation leader-driving customer satisfaction, value realization, and long‑term retention through strong service governance, data‑driven insights, and proactive risk management.

What You'll Be Responsible For

Customer & Service Ownership

• Own the end‑to‑end service experience for assigned enterprise customers.
• Build trusted relationships with executive and operational stakeholders.
• Act as the single point of accountability for service performance, SLAs, and customer outcomes.
• Support contract renewals by clearly articulating delivered value and service performance.
• Identify service and product expansion leads

Operational Excellence & Risk Management

• Assess customer environments using ITSM and operational maturity frameworks.
• Identify performance, stability, and adoption improvement opportunities.
• Proactively manage operational risk, change, and configuration activities.
• Apply industry best practices (e.g., ITIL, change and release management), with additional rigor for regulated industries.

Incident & Escalation Leadership

• Lead customer onboarding into Teradata service offerings.
• Serve as the focal point during critical incidents and escalations.
• Coordinate cross‑functional teams (engineering, support, services) during high‑severity events.
• Drive root cause analysis and corrective action planning after critical incidents.

Customer Experience & Insight

• Monitor and improve customer satisfaction and NPS.
• Use service data (incidents, consumption, surveys, trends) to gain a 360‑degree customer view.
• Detect early signals of at‑risk renewals and lead mitigation plans.
• Advocate customer needs internally to improve or shape service offerings.

Service Delivery & Performance Management

• Review and communicate service metrics, SLA performance, and system health.
• Lead value‑based service reviews and roadmap discussions.
• Oversee coordination of Customer Support and Managed Service and consulting resources.
• Improve forecasting and service planning through data‑driven insights.

Technical & AI‑Enabled Leadership

• Provide high‑level technical guidance across cloud and on‑prem platforms.
• Act as a technical escalation point for complex customer issues.
• Promote and apply AI‑enabled tools for service analytics, reporting, trend detection, decision support and opportunity identification.
• Leverage AI insights to improve operational efficiency, predict risk, and enhance customer experience.

What We're Looking For

Experience

• 3-5+ years in enterprise technology, services, or infrastructure roles.
• Proven experience managing large, complex customer relationships.
• Background supporting mission‑critical enterprise platforms across cloud and on‑prem environments.
• Experience with ITSM, operational excellence, and service governance.

Skills

• Strong executive‑level communication and stakeholder management.
• Ability to lead through influence across multiple teams and organizations.
• Solid understanding of enterprise infrastructure, cloud platforms, Linux, and storage.
• Data‑driven mindset with experience interpreting service and operational metrics.

AI & Modern Ways of Working

• Hands‑on experience using AI‑enabled tools for analytics, reporting, or customer insights.
• Ability to translate AI‑generated insights into practical service and customer actions.
• Comfort adapting to emerging AI technologies to improve productivity and decision‑making.

Education

• Bachelor's degree in computer science, Engineering, Business Technology, MIS, or equivalent practical experience.

Language Skills

• Strong communication and presentation abilities
• Advanced proficiency in both English and Arabic
• Knowledge of additional languages, such as French, is desirable

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