National Service Delivery Manager

JOB SUMMARY: The National Service Delivery Manager is responsible for managing ArcticCare service agreements and application projects for post-implementation Clients. As the primary ArcticCare contact—both internally and externally—this person ensures the successful delivery of services across the full lifecycle of each agreement. 

This role owns the Client Executive Sponsor(s) relationship, managing expectations, overseeing contractual obligations, and driving strategic planning in line with the ArcticCare agreement. Regular communication with Executive Sponsor(s) is maintained through phone, email, virtual meetings, and on-site visits.  

The National Service Delivery Manager role resolves Client satisfaction escalations independently and facilitates technical escalation when required, with a continuous focus on long-term Client relationships and high satisfaction. 

Strong project management and Client relationship skills are essential. In addition, this role contributes to, utilizes, and promotes ArcticCare Services best practices, and supports the ArcticCare team with various strategic activities. 

ESSENTIAL FUNCTIONS:  

• Manages a portfolio of ArcticCare service agreements for Microsoft 365, Clients that range from small to large in scale. 

• Manages a portfolio of Lifecycle Services for ArcticCare agreement Clients. 

• Provide oversight and guidance to direct reports delivering services to post-implementation Clients. 

• Owns the ArcticCare agreement experience after transitioned from implementation to an ArcticCare agreement Client. 

• Participates in onboarding of new ArcticCare services Clients, coordinates schedules, expectations, timing, resourcing, milestones, etc. working with the ArcticCare agreement Executive Sponsor(s) and the Arctic IT internal team. 

• Builds relationships and develops trust with the ArcticCare agreement Executive Sponsor(s) and key ArcticCare agreement stakeholders. 

• Serve as the primary ArcticCare agreement contact maintaining commitments and communicating on a regular basis (internally and externally), this includes maintaining contact with the ArcticCare agreement Executive Sponsor(s) through phone calls, site visits, and Client Business Reviews (CBR). 

• Supports the procuring of multi-year services contract renewals. 

• Identifies upsell opportunities and escalates the opportunities. 

• Identifies and escalates as needed Client satisfaction issues. 

• Participates in Account Management satisfaction surveys and follow-ups with Clients as mutually agreed upon. 

• Proactively reviews tickets to identify trends and areas of business need. 

• Review and provide feedback on SOWs. 

• Maintains awareness on all Client activities (support, projects, opportunities). 

• Ensure both Arctic IT and Clients adhere to contract terms and Client’s expectations are met. 

• Works with Arctic Care Manager and Pre-Sales Solution Architects to prepare Client technology roadmaps and review with Clients. 

• Track all Client interactions in defined Systems of Record (including ConnectWise and Microsoft). 

• Learns, utilizes, and promotes the Arctic IT’s ArcticCare support methodology and work with management to improve best practices. 

• Proactively identifies ways for Client to enhance the value of their business application solutions. 

• Provides support for the team by building and motivating team members to meet goals, adhering to their responsibilities and milestones, and delivering excellent Client service. 

• Evaluates the financial progress on support contracts regularly. 

• Meets frequently with internal and Client team members to ensure all support related activities are on track, identify obstacles, and navigate through them. 

• Develops documentation, such as, presentations, meeting agendas, status reports, release management plans. 

• Leads or participates in various types of Client meetings. 

• Participates in billing reviews and AR collection support as needed. 

• Other duties as assigned. 

QUALIFICATIONS:  

• Bachelor’s degree in Business, Computer Science, or related field or substitute equivalent work experience. 

• Minimum of 7 years in applied experience with complex project management preferably in Managed Services/support contracts. 

• Proven capability to build and maintain relationships by engaging business leaders to establish credibility and confidence. 

• Strong working knowledge of Microsoft Office Suite. 

• Experience with Microsoft 365 solutions required. 

• PMP certification is a plus. 

• Applicants subject to background checks, drug testing and government security investigations and must meet eligibility requirements related to the clearance process. 

• Valid driver’s license, insurance, and reliable personal vehicle.

WORKING ENVIRONMENT: The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 25%.

REASONABLE ACCOMMODATION: It is Arctic Information Technology, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal  duty to furnish information. 

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act. 

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.

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