.What You'll DoSEM execute their role by both delivering specific value-add services and by serving as a focal point overseeing ongoing operational services. Service Experience Managers will bring not only industry established rigor for operational excellence (ITIL/ITSM) but also build on observed best practices across our diverse customer base.Service Experience Managers will assess where our customers are on their journey to operational excellence. This assessment will be built on ongoing shared metrics as well as formal review processes executed quarterly and annually. These assessments will help form clear plans to improve performance and drive greater value.Service Experience Managers will be very focused on helping our customers actively manage operational risk. By reviewing the best information regarding operational risk-based for the customer's specific environment we will bring recommendations forward and work with our customers to execute mitigation plans.Service Experience Managers will have an oversight and support role in ongoing services and will monitor performance against SLAs and drive adjustments in resources or processes if required. When operational challenges arise the Service Experience Manager will be engaged to make sure Teradata brings our best forward to quickly resolve the issue.**Main tasks & key responsibilities**:Drive operational excellenceAssess customer's ongoing analytical environment (e.G., ITSM assessment) from product and services perspectiveProvide recommendations to improve performance and value to the customerActively manage operational risk (e.G., manage test, configuration)Provide expertise on industry / TDC best practice on operational excellence (e.G., ITIL, change management); industry-specific expertise only required for highly regulated verticals (e.G., healthcare, government)Facilitate collaboration and joint planning between services teams through the creation of services community focused around customer experience, elimination of overlaps, and creation of leverage between organizations when feasible (may require collaboration tool)Provide client-related knowledge management; ensure knowledge relative to the client is maintained and shared in a timely manner across teamsManage service accountBuilds a trusted advisor relationship with customer teams (executive level vs. operational) responsible for production support and infrastructure mgmt.; liaises with SMEs (CS) for technical or specific info on change and release mgmt. / operations mgmt.Manages communication of overall execution against contractual SLAs for operational and infrastructure support services to the customerManages the delivery of specific proactive services as entitled (System Health reviews, Incident reviews, Risk items like tech alerts)Provides input on ongoing services contract renewal processIdentify customer training needs and recommend appropriate coursework to improve use cases/business case (vs