Service Agreement Manager - 2862

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.

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 with ongoing enhancements or project work.

• Ensureenhancementwork aligns with service agreements and does not introduce unmanaged scope or expectations.

License and Subscription Management

• Own operational oversight of client license and subscription usage in alignment with active service agreements.

• Conduct recurring audits of client licenses and subscriptions tovalidateusage, compliance, and alignment with contractual entitlements.

• Proactivelyidentifyrisks related to over-utilization, under-utilization, or misalignment of licensed products and services.

• Coordinate license renewals and subscription changes withProcurement team,as needed, ensuring accuracy and timeliness.

• Ensure license and subscription dataiscurrent andsupportsrenewal readiness and service planning.

• Other duties as assigned.

QUALIFICATIONS:

• Bachelor's degree inBusiness, Information Systems, Operations Management, or a related fieldorequivalent professional experience.

• 6+years of professional experience ina consulting, professional services, managed services, or SaaS environment supporting post-go-live client services.

• Experience managing or supportinga large portfolio ofactive client service agreements, including contractual service commitments, SLAs, and ongoing service delivery.

• Experience working with subscription-based or licensed software offerings, including participation in license reviews, usage assessments, renewals, or compliance activities.

• Prior experience collaborating with cross-functional teams such as Delivery, Project Management, Operations, Sales, and Client Success in a client-facing environment.

• Exposure tomanaged services delivery models, service performance reporting, and operational service management practices.

• Experience with enterprise application platforms (e.g., ERP, CRM, workflow automation, or data platforms) in a services or support context.Preferably MicrosoftDynamics.

• Hands-on experience using service management, ticketing, or delivery tools (e.g., Azure DevOps, service desk platforms, project tracking systems).

• Experience managinga high volume ofservice engagements simultaneously.

• Applicantsare subjectto background checks, drugtestingand 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 ofwork 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 isrequiredand 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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