Project and Operations Manager

JOB SUMMARY: The Project & Operations Manager is responsible for supporting the execution of ArcticCare IT Managed Services and engineering projects through project management, onboarding coordination, and operational delivery oversight. This role owns onboarding execution for ArcticCare services, including coordinating the transition of services to the TX Support Center (Help Desk support function) to ensure a smooth and effective handoff to ongoing support. In addition, this role manages engineering projects across both managed services and time-and-materials (T&M) engagements, ensuring all work is planned, tracked, and delivered in alignment with defined timelines, scope, and operational expectations.

A key component of this role is strong cross-functional coordination across internal teams to support the full delivery lifecycle. This includes working closely with Procurement on new client and project setup, license ordering, and subscription management; partnering with Finance on billing alignment, revenue recognition, and project financial tracking; and coordinating with the TX Support Center to ensure effective delivery of help desk services.

Within ArcticCare, this role partners closely with the Director and National Service Delivery Managers (NSDMs) to support delivery execution, operational alignment, and consistent service outcomes. This mid-level role ensures that service activities are structured, tracked, and executed consistently across all teams involved in delivery, with responsibility for independently managing multiple projects, coordinating cross-functional teams, and driving operational discipline.

ESSENTIAL FUNCTIONS:

Project Management & Delivery Execution

• Manage engineering projects across managed services and time-and-materials (T&M) engagements, including planning, tracking, and delivery coordination
• Maintain project timelines, risks, dependencies, and alignment to defined scope and operational expectations
• Coordinate with engineers and internal stakeholders to ensure timely and consistent execution

Onboarding Coordination

• Own onboarding execution for new clients, ensuring a structured and consistent approach from project initiation through transition to steady-state support
• Coordinate onboarding activities across internal teams and the TX Support Center to ensure onboarding readiness, including documentation, system setup, and a smooth transition of services and ongoing service delivery
• Identify and escalate onboarding risks that may impact service quality, timelines, or client experience

TX Support Coordination

• Serve as the primary coordination point between ArcticCare and the TX Support Center for delivery-related activities
• Partner with NSDMs on escalated support issues by coordinating internal resolution efforts with the TX Support Center and ensuring timely follow-through
• Identify recurring support issues and coordinate with internal teams to drive service delivery improvements

Operational & Cross-Functional Coordination

• Coordinate with Procurement on client and project setup, license ordering, and subscription management activities
• Partner with Finance on billing alignment, revenue recognition, and project financial tracking
• Support setup and maintenance of operational systems, including ConnectWise (projects, agreements, and tracking)
• Ensure delivery activities are properly structured within internal systems to support accurate reporting, billing, and execution, while maintaining data accuracy and alignment across systems and teams

Service Delivery Visibility, Reporting & Continuous Improvement

• Maintain visibility into service delivery performance and provide structured reporting to NSDMs and leadership, including tracking and reporting on key performance metrics and KPIs
• Track commitments across teams and ensure follow-through and closure
• Support client business reviews and internal reporting through accurate and timely data
• Identify and drive improvements in onboarding, project delivery, and service coordination processes

QUALIFICATIONS:

• Bachelor’s degree in Business, IT, or related field (or equivalent experience)
• 5+ years of experience in project management, service delivery, or operations
• Experience managing or coordinating engineering projects and/or onboarding activities, including planning, tracking, and cross-functional coordination
• Experience working in a managed services environment supporting post–go-live services, including coordination with support organizations and service delivery teams
• Experience collaborating with cross-functional teams such as Engineering, Procurement, Finance, and Support to execute delivery activities and maintain operational alignment
• Experience working with service management and project tracking tools (e.g., ConnectWise, service desk platforms, or similar systems) to support delivery execution and reporting
• Experience managing multiple concurrent workstreams or service engagements in a fast-paced, delivery-focused environment
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process
• Pass background checks as needed 

WORKING ENVIRONMENT: The majority of work 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 is required and 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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