Service Experience Manager III

• 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
• 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
• 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
• 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
• 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
• 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

• 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
• 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
• 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
• Bachelor’s degree in computer science, Engineering, Business Technology, MIS, or equivalent practical experience
• Strong communication and presentation abilities
• Advanced proficiency in both English and Arabic

Knowledge of additional languages, such as French, is desirable