Service Agreement Manager - 2862

Service Agreement Manager

The Service Agreement Manager is responsible for owning and managing the execution of client service agreements after implementation go-live. This role ensures contractual commitments, managed services delivery, SLAs, and operational expectations are executed consistently and as promised. The Service Agreement Manager serves as the operational translation layer between client needs and delivery execution, ensuring service health, risk management, and renewal readiness through performance. This is a senior individual contributor role focused on execution, accountability, and operational excellence, not sales or relationship ownership.

Service Agreement Ownership and Accountability

Own the post-go-live service agreement experience for assigned clients.

Ensure all contractual commitments, service scope, SLAs, resourcing expectations, and milestones are delivered as agreed.

Maintain accountability for service execution regardless of delivery team or resource changes.

Operate within defined contractual boundaries, escalating decisions that impact scope, pricing, or contractual terms.

Serve as the primary operational owner for ongoing services tied to active agreements.

Managed Services and Operational Execution

Lead managed services onboarding and ensure a smooth transition from implementation to steady-state service.

Monitor service health, ticket trends, backlog, and throughput to ensure services remain within contractual expectations.

Coordinate release schedules and continuous service improvements aligned to service agreements.

Ensure day-to-day service delivery remains predictable, consistent, and sustainable.

Contribute to continuous improvement of service processes, standards, and operational practices.

Translation of Client Needs into Serviceable Work

Translate client requests and priorities into clear, actionable, serviceable work aligned to contractual scope.

Set realistic expectations with clients regarding timelines, tradeoffs, resourcing, and scope boundaries.

Identify when client requests require contractual changes and coordinate appropriately.

Ensure delivery teams clearly understand priorities, scope, and expectations tied to service agreements.

Service Health, Communication, and Risk Management

Maintain proactive operational communication with clients related to service performance and execution.

Identify risks related to service delivery, capacity, scope creep, or SLA compliance and escalate as needed.

Track commitments made to clients and ensure follow-through and closure.

Prevent service degradation through early identification and resolution of operational issues.

Own operational service health measurement, including ticket and service performance surveys, and drive corrective actions based on results.

Renewal Readiness and Performance Support

Support renewal readiness by ensuring strong service performance, operational health, and contractual compliance.

Maintain service performance history, metrics, and operational insights to support renewal discussions.

Partner with Sales and Client Success Managers (when assigned) by providing accurate service performance and risk visibility.

Ensure service agreements are operationally healthy well in advance of renewal cycles.