Service Experience Manager

Role SummaryService Experience Manager IIIThe 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 ForCustomer & Service OwnershipOwn 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 leadsOperational Excellence & Risk ManagementAssess 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 LeadershipLead 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 & InsightMonitor 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 ManagementReview 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 LeadershipProvide 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. ExperienceWhat We’re Looking For3–5+ 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. SkillsStrong 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 WorkingHands‑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. EducationBachelor’s degree in computer science, Engineering, Business Technology, MIS, or equivalent practical experience. Language SkillsStrong communication and presentation abilitiesAdvanced proficiency in both English and ArabicKnowledge of additional languages, such as French, is desirable# LI-AB1Why We Think You’ll Love TeradataWe prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.