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Role Description

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.

• Owns the Client Executive Sponsor(s) relationship, managing expectations, overseeing contractual obligations, and driving strategic planning in line with the ArcticCare agreement.
• Maintains regular communication with Executive Sponsor(s) through phone, email, virtual meetings, and on-site visits.
• Resolves Client satisfaction escalations independently and facilitates technical escalation when required, focusing on long-term Client relationships and high satisfaction.
• Contributes to, utilizes, and promotes ArcticCare Services best practices, and supports the ArcticCare team with various strategic activities.

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.

Requirements

• Manage a portfolio of ArcticCare service agreements for Microsoft 365, Clients that range from small to large in scale.
• Provide oversight and guidance to direct reports delivering services to post-implementation Clients.
• Participate in onboarding of new ArcticCare services Clients, coordinating schedules, expectations, timing, resourcing, milestones, etc.
• Build relationships and develop trust with the ArcticCare agreement Executive Sponsor(s) and key stakeholders.
• Serve as the primary ArcticCare agreement contact maintaining commitments and communicating regularly.
• Support the procuring of multi-year services contract renewals.
• Identify upsell opportunities and escalate as needed.
• Participate in Account Management satisfaction surveys and follow-ups with Clients.
• Proactively review tickets to identify trends and areas of business need.
• Review and provide feedback on SOWs.
• Maintain awareness on all Client activities (support, projects, opportunities).
• Ensure both Arctic IT and Clients adhere to contract terms and Client’s expectations are met.
• Work with Arctic Care Manager and Pre-Sales Solution Architects to prepare Client technology roadmaps.
• Track all Client interactions in defined Systems of Record (including ConnectWise and Microsoft).
• Learn, utilize, and promote the Arctic IT’s ArcticCare support methodology.
• Proactively identify ways for Client to enhance the value of their business application solutions.
• Provide support for the team by building and motivating team members to meet goals.
• Evaluate the financial progress on support contracts regularly.
• Meet frequently with internal and Client team members to ensure all support related activities are on track.
• Develop documentation, such as presentations, meeting agendas, status reports, release management plans.
• Lead or participate in various types of Client meetings.
• Participate in billing reviews and AR collection support as needed.
• Other duties as assigned.

Benefits

• Reasonable accommodations provided according to applicable state and federal laws.
• Preference granted to qualified Doyon Shareholders and shareholders of other Alaska Native corporations.
• Equal opportunity employer, complying with all non-discrimination obligations.