Manager MSP Service Delivery

We Impact Lives Through Purpose-Driven Work in A People First Culture Ascend Learning, a leading healthcare and learning technology company,is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning.From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers. Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025. We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more. For over 37 years, National Academy of Sports Medicine® (NASM®) has set the standard in fitness and wellness credentials and certification with best-in-class, evidence-based programming. An Ascend Learning brand, NASM has delivered over 1.4 million fitness professionals in over 100 countries. From personal training to nutrition coaching, wellness to sports performance, NASM trainers and specialists work at every level to help clients set and reach their unique goals. Join us in igniting potential and making a lasting impact in the fitness and wellness industry. What You’ll Do NASM is seeking a Manager MSP Service Delivery – Web, eCommerce, Marketing, CRM and Data, reporting to the Director MSP Service Delivery. This role is the daily counterparty to NASM’s Business Applications MSP partner(s), accountable for the operational performance of Managed Services across NASM’s customer-facing and commercial technology stack: the Adobe Experience Cloud (Adobe Experience Manager / AEM, Adobe Edge Delivery Services / EDS, and Adobe Campaign / ACCS), HubSpot marketing automation, Microsoft Dynamics 365 CRM, the eCommerce and cart experience, and the Snowflake data platform that connects them. The Service Delivery Manager holds the partner accountable to outcomes and SLAs, not tickets and ensures every commitment in the MSP contract translates into measurable performance for NASM, its members, and the revenue-generating functions these platforms support. This role owns the end-to-end operational rhythm across the Adobe (AEM, EDS, ACCS), HubSpot, Dynamics 365 CRM, eCommerce, and Snowflake estate: ensuring first-time quality delivery, on-time delivery, running service reviews, managing SLA performance, governing change and release for Adobe deployments, D365 solution releases, HubSpot configuration, eCommerce updates and Snowflake pipeline changes, maintaining operational runbooks, driving continuous process improvement, tracking financial performance against SOW, and escalating where needed. The Manager MSP Service Delivery is the trusted partner to the Product Owners across Commerce & MarTech, Enterprise Business Systems, and the broader commercial portfolio; to the Solution Architects for Adobe and Microsoft / D365; and to business stakeholders across Marketing, Sales, Member Services, and Operations — translating their priorities into clear expectations on the MSP and ensuring delivery meets quality, architecture, security, and data standards before it lands in production. This is a hands-on operational role for someone who knows how to make MSP relationships work on enterprise martech, CRM, and data platforms — building structure, rigor, and trust, while always keeping the partner accountable to the value delivered to NASM’s members, trainers, and clubs. WHERE YOU’LL WORK This position will work a hybrid schedule from our Gilbert, AZ office location. Remote will be considered within the continental United States. Responsibilities HOW YOU’LL SPEND YOUR TIME 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. What You’ll Need 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. HIRING RANGE The current full-time, annualized base pay hiring range for this role is $100,800.00-$158,400.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan. Benefits Health, dental, and vision insurance Company paid life Insurance 401(k) with company match Paid time off and parental leave Employee assistance program Other wellness programs such as Headspace and Airvet Charitable matching program Fostering A Sense of Belonging Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging. Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire. #J-18808-Ljbffr Ascend Learning