OneMain Financial Jobs

Overview:

JOB SUMMARY:The Service Agreement Manager (SAM)is responsible forowning and managing the execution of client service agreements afterimplementationgo-live. This role ensures contractualcommitments,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.

Responsibilities:

ESSENTIAL FUNCTIONS:

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 thatimpactscope, 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 servicesremainwithin contractual expectations.
• Coordinate release schedules and continuous service improvements aligned to service agreements.
• Ensure day-to-day service deliveryremainspredictable, 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 clientsregardingtimelines, tradeoffs, resourcing, andscopeboundaries.
• Identifywhen 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.
• Identifyrisks related to service delivery, capacity,scopecreep, or SLA compliance and escalate as needed.
• Track commitments made to clients andensurefollow-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 providingaccurateservice performance and risk visibility.
• Ensure service agreements are operationallyhealthy wellin advance of renewal cycles.

Collaboration with Project Managers for Enhancements

Collaborate with Implementation-sourced Project Managers for clients w