Director MSP Service Delivery

Ascend Learning, a leading healthcare and learning technology company, connects 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 across the U.S., Ascend Learning was recognized as one of America’s 2025 Greatest Workplaces and America’s Best Places to work for Mental Well-being for 2025.

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.

About the role

NASM is seeking a Director of MSP Service Delivery reporting to the Chief Information Officer. This senior leadership role owns the operational and commercial relationship between NASM and its Managed Service Provider (MSP) partners, strategic SaaS vendors, and software ecosystem. The role holds partners accountable to outcomes, SLAs, and determines the success of the MSP delivery model. This position leads a team of Service Delivery Managers, each accountable for a specific business-aligned Service Delivery team, the MSP partner(s), vendors, and an Operational Analyst responsible for cost transparency, license management, and operational metrics.

The team serves as the daily counterparty to MSP delivery leadership, running operational reviews, participating in daily scrums, sprint planning, managing SLA performance, escalating when needed, and ensuring operational runbooks and processes are maintained. The role partners with business stakeholders across Operations, Sales & Marketing, Commerce, Finance, and Product to translate business priorities into a coherent technology roadmap, ensuring every initiative is anchored in a measurable business outcome.

The Director champions a modern product mindset, an AI-first approach to business enablement, and a culture where Technical Product Owners deeply understand the business processes they support. Beyond MSP governance, this role owns NASM’s strategic vendor relationships across Adobe, Microsoft, Snowflake, HubSpot, Wrike, and other key SaaS and software partners, ensuring maximum value extraction from every commercial relationship. The role establishes operational governance, contract performance, and continuous improvement disciplines to support international expansion and new market entry.

Responsibilities

• Lead and develop the Service Delivery & Vendor Governance team, including Service Delivery Managers for each MSP partner and an Operational Analyst.
• Own NASM’s relationship with strategic MSP partners, holding partners accountable to outcomes, enhancement delivery, project assignments, service levels, operational health, runbooks, and contractual commitments.
• Establish service level frameworks, operational governance cadences, and escalation protocols across all MSP and strategic vendor relationships.
• Manage strategic SaaS and software vendor relationships including Adobe, Microsoft, Snowflake, HubSpot, and other key partners.
• Govern contract performance and commercial terms; lead renewals, SOW execution, and commercial negotiations in partnership with Procurement and Legal.
• Establish cost transparency, showback/chargeback, and technology business management practices for IT spend visibility.
• Drive software license optimization and asset management across the enterprise.
• Establish operational dashboards and metrics covering MSP performance, SLA attainment, incident management, cost performance, and risk.
• Lead executive-level service reviews with MSP partners and internal stakeholders on a recurring cadence.
• Drive continuous improvement in MSP service quality, velocity, and unit economics; champion a culture of accountability and outcomes.
• Partner with the Manager of Business Partnership, Principal Architect, and Director of Data & AI to ensure MSP delivery meets product, architecture, and data standards.
• Manage vendor risk, including security, compliance, business continuity, and concentration risk.

Requirements

• Bachelor’s degree in business, technology, or related field required; MBA or relevant graduate degree preferred.
• 10+ years of experience in IT service delivery, vendor management, sourcing, or commercial technology operations; 4+ years of people management.
• Direct, hands-on experience managing MSP or outsourced delivery partner relationships at an enterprise scale.
• Deep familiarity with ITIL service management practices; ITIL Foundation or higher certification preferred.
• Experience with Technology Business Management (TBM), IT financial management, and tools such as Apptio.
• Strong contract negotiation experience including MSA, SOW, and SaaS enterprise agreements.
• Financial acumen — able to manage multi-million-dollar IT operating budgets and articulate value to executive stakeholders.
• Familiarity with major SaaS and software ecosystems (Adobe, Microsoft, Snowflake, HubSpot, ServiceNow, AWS, Azure).
• Experience standing up or evolving an MSP delivery model preferred.
• Vendor risk management experience, including security and compliance reviews.
• Demonstrated ability to influence senior stakeholders both inside the company and with external partners.
• A change agent that delivers operational excellence and commercial discipline.

Schedule

This position will work hybrid from our Gilbert, AZ office. Remote work will be considered for the right candidate.

Pay

The current full-time, annualized base pay hiring range for this role is $165,500.00–$236,610.00. Individual compensation will be determined by 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
• Wellness programs such as Headspace and Airvet
• Charitable matching program