Manager MSP Service Delivery

Ascend Learning, LLC•Remote, OR

2d•$100,800 - $158,400•Hybrid

About The Position

Ascend Learning, a leading healthcare and learning technology company, is seeking a Manager MSP Service Delivery – Web, eCommerce, Marketing, CRM and Data for its National Academy of Sports Medicine® (NASM®) brand. This role reports to the Director MSP Service Delivery and is responsible for the daily operational performance of Managed Services across NASM’s customer-facing and commercial technology stack. This includes platforms such as Adobe Experience Cloud (AEM, EDS, ACCS), HubSpot marketing automation, Microsoft Dynamics 365 CRM, the eCommerce experience, and the Snowflake data platform. The Service Delivery Manager will hold the partner accountable to outcomes and SLAs, ensuring contract commitments translate into measurable performance for NASM, its members, and revenue-generating functions. The role owns the end-to-end operational rhythm, focusing on first-time quality, on-time delivery, service reviews, SLA management, governing change and release, maintaining operational runbooks, driving continuous improvement, tracking financial performance, and escalating issues as needed. This position acts as a trusted partner to Product Owners and Solution Architects, translating business priorities into clear expectations for the MSP and ensuring delivery meets quality, architecture, security, and data standards before production deployment. It is a hands-on operational role requiring the ability to build structure, rigor, and trust with MSP relationships while ensuring accountability for delivered value.

Requirements

Bachelor’s degree in business, technology, or related field required.
7+ years of service delivery management or IT service management experience, including direct accountability for MSP or outsourced partner performance.
Hands-on experience managing day-to-day delivery of large, multi-workstream MSP engagements covering enterprise martech, CRM, and data platforms.
ITIL Foundation certification required; ITIL Practitioner or Expert preferred.
Strong working familiarity with the Adobe Experience Cloud ecosystem — Adobe Experience Manager (AEM, including AEM as a Cloud Service), Adobe Edge Delivery Services (EDS), and Adobe Campaign (ACCS) — and the operational rhythm required to govern Adobe-based delivery through a partner.
Familiarity with Microsoft Dynamics 365 CRM operational delivery, including release waves, solution management, and the Power Platform.
Familiarity with HubSpot marketing automation and the integration patterns between CRM, marketing automation, commerce, and data platforms.
Familiarity with Snowflake and the modern data stack (dbt, ingestion tooling, orchestration); able to govern pipeline and data contract changes through an MSP.
Familiarity with eCommerce platforms, cart and checkout operational considerations, payment processing, and the operational risks that come with revenue-bearing surfaces.
Familiarity with identity and access platforms (OKTA, SAML, OAuth) as they integrate with customer-facing experiences.
Experience with ITSM platforms (ServiceNow preferred); strong working knowledge of incident, problem, and change management.
Experience with application performance monitoring and observability platforms (DataDog, Sysdig, New Relic or equivalent).
Experience managing SOWs, statements of work, and commercial governance for outsourced delivery.
Financial acumen able to track and manage multi-million-dollar MSP budgets and report on unit economics by platform workstream.
Demonstrated ability to influence and hold senior MSP leadership accountable while maintaining a productive, trust-based partnership.
Strong written and verbal communication; able to translate operational performance into business outcomes for executive stakeholders in Marketing, Sales, Member Services, and Technology.
Experience operating in a global delivery model with distributed teams preferred.

Responsibilities

Own the day-to-day operational relationship with the Business Applications MSP partner(s) across the Adobe Experience Cloud (AEM, EDS, ACCS), HubSpot, Dynamics 365 CRM, eCommerce, and Snowflake; serve as the primary point of accountability and escalation.
Govern MSP performance against SLAs and KPIs across the assigned platform workstreams including availability of customer-facing surfaces (AEM, EDS, commerce, login), CRM and marketing automation availability, campaign deployment timeliness, and data pipeline reliability.
Run the operational governance cadence: daily standups, weekly service reviews, monthly executive reviews, and quarterly business reviews across all platform workstreams.
Govern change and release management for MSP-delivered work AEM and EDS deployments, Adobe Campaign (ACCS) workflows, HubSpot configuration changes, Dynamics 365 solution releases, eCommerce updates, and Snowflake pipeline and data contract changes ensuring quality, architecture, security, and privacy standards are met before production.
Lead incident management for MSP-delivered services impacting member-facing experiences, marketing operations, sales and CRM availability, and data delivery; coordinate triage, escalation, root cause analysis, and corrective action.
Track financial performance against MSP Statements of Work across all platform workstreams; monitor capacity utilization by platform and partner with the Operational Analyst on cost transparency and unit economics.
Coordinate with the Solution Architect for Adobe (EDS, AEM, ACCS), the Solution Architect for Microsoft / Dynamics 365, the Integration & API Architect, and the Data Architect to ensure MSP delivery aligns with NASM’s reference architectures, integration patterns, and engineering standards.
Coordinate with Product Owners including the Product Owner for Dynamics 365 CRM, HubSpot and Sales Enablement, the Product Owner for Commerce & MarTech, and the broader commercial portfolio to ensure delivery aligns with the product roadmap and acceptance criteria.
Manage MSP staffing, onboarding, offboarding, and capacity planning across the AEM, EDS, ACCS, HubSpot, Dynamics 365, eCommerce, and Snowflake workstreams.
Identify continuous improvement opportunities in MSP service quality, deployment velocity, release predictability, and unit economics across all platforms; drive remediation when performance is below standard.
Audit and validate MSP deliverables against architecture, data, privacy, and security standards in partnership with the Architecture and Security teams with particular focus on the Adobe and Microsoft ecosystems and the integration boundaries between them.
Maintain operational documentation, runbooks, integration catalogs, and knowledge transfer artifacts for the Adobe, Microsoft, HubSpot, eCommerce, and Snowflake estates to reduce key-person risk in the MSP relationship.
Partner with the Director of Data, Analytics and AI on data contracts, pipeline reliability, and the Snowflake-resident data sets that power downstream CRM, marketing automation, and personalization use cases.