National Service Delivery Manager-Business Applications

Arctic Information Technology-posted 8 months ago
Full-time • Mid Level
Remote • Cleveland, OH
Professional, Scientific, and Technical Services
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The National Service Delivery Manager - Business Applications is responsible for managing post-implementation service agreements and application projects as part of ArcticAscend Services. Acting as the primary internal and external contact, this role ensures the successful delivery of ArcticAscend services, strategic management of Client relationships, and fulfillment of contractual obligations. This leader partners closely with Client Executive Sponsors and internal teams to support business applications, including Microsoft Dynamics 365 ERP and CRM, SharePoint (On-Premises and Cloud), Power BI, custom-developed solutions, and third-party ISV products. The role emphasizes client success, continuous improvement, team collaboration, and high client satisfaction.

  • Manage a portfolio of ArcticAscend service agreements and Lifecycle Services projects across Clients of varying size and complexity.
  • Build and maintain trust with Executive Sponsors and stakeholders through regular communication via phone, email, virtual, and on-site meetings.
  • Serve as the primary ArcticAscend contact for Clients, managing onboarding, scheduling, resourcing, and delivery milestones.
  • Lead onboarding of new ArcticAscend services Clients, coordinating schedules, expectations, timing, resourcing, and milestones, ensuring a seamless transition from Implementation to ArcticAscend services.
  • Advocate for Clients by sharing relevant context with internal teams, coordinating timely follow-through on requests and issues, and ensuring responsiveness to evolving client priorities.
  • Lead Quarterly Business Reviews (QBRs) and strategic roadmap discussions.
  • Maintain comprehensive documentation of Client interactions, risks, opportunities, and follow-up actions.
  • Partner with internal team members on technology roadmap planning, renewals, and upsell opportunities.
  • Prepare Client-facing documentation, such as presentations, meeting agendas, status reports, release management plans.
  • Monitor service delivery against contractual obligations, proactively identify trends, and implement service improvement plans.
  • Coordinate delivery of support services, application enhancements, release management activities, and upgrades.
  • Ensure compliance with Arctic IT contract terms and maintain alignment with Client expectations.
  • Meet regularly with internal and Client teams to review service activities, identify obstacles, and drive resolution.
  • Oversee Client satisfaction survey participation and follow-up.
  • Identify and escalate risks or Client satisfaction issues to leadership.
  • Review and analyze support tickets to uncover trends and recommend improvements.
  • Compile, review and provide feedback on Statements of Work (SOWs).
  • Promote ArcticAscend best practices and champion continuous service delivery improvements.
  • Collaborate with internal leadership on resource planning, team development, and operational enhancements.
  • Ensure team members meet service commitments, adhere to assigned responsibilities and milestones, and consistently deliver high-quality Client service.
  • Support billing reviews and AR collection efforts as needed.
  • Perform other duties as assigned.
  • Bachelor's degree in Business, Computer Science, or a related field, or equivalent work experience.
  • Minimum of 7 years of experience managing complex projects, preferably in ERP or CRM implementations and support contracts.
  • Proven ability to build and maintain relationships with business leaders, establishing credibility and trust.
  • Strong working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Experience managing Client relationships and service delivery in a remote or hybrid work environment preferred.
  • Familiarity with service management or CRM systems.
  • Experience with Microsoft Dynamics 365 solutions preferred.
  • PMP certification or equivalent project management credential preferred.
  • 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.
  • Reasonable accommodations for qualified individuals with physical or mental disabilities.
  • Preference to qualified Doyon Shareholders and other Alaska Native corporations in employment and training.
  • Equal opportunity employer complying with non-discrimination obligations.
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