Remote Manager, Technical Implementation Services

Summary

Join Granicus as a Manager, Technical Implementation Services and lead a team of technical resources to deliver digital solutions to customers. As an expert in creating innovative digital experiences, you'll work alongside implementation senior leadership to balance creation of technical procedures, upskilling staff, project assignments, requirements, delivery tracking, pre-sale efforts, and customer satisfaction.

Requirements

• Over 5 years of experience with building complex queries in SQL
• 3-5 years of experience with building and utilizing API calls
• 7+ years of experience with implementation setup and configuration
• Possess a diverse IT and/or management consulting background and knowledge of industry IT trends, leveraging this credibility as advisors with Customers, partners and internally across AWS
• Experience developing and implementing new technical processes for implementation teams (for implementation consultants, QA, etc.)
• 5+ year of experience as a business analyst and/or project manager supporting and/or leading large-scale technology projects across cross-functional teams
• Attention to detail and accuracy – forward thinking in execution and forecasting
• Passion for coaching team members in a fast-paced dynamic environment
• Experience with building reports, and managing and planning team capacity
• Experience as a people manager, and have served in a hiring manager capacity
• Experience with Product Management, Product Development an asset
• Experience with Software as a Service (SaaS) is strongly preferred
• Excellent problem-solving skills both technical and relationship based
• Excellent presentation skills including written and verbal communication
• Strong knowledge of on prem / cloud infrastructure an asset
• Comfortable navigating undefined or unclear processes across multiple delivery teams
• Ability to glean positives out of difficult situations to ensure forward progress
• Experience with upskilling and training employees on new and existing technology
• BA/BS Degree or equivalent relevant experience
• Passion for public sector success and team building

Responsibilities

• Lead a team of technical resources (development, quality assurance, and solutions architecture)
• Identify opportunities to and implement automated processes and refine delivery process
• Serve as an advisor to the customer as they improve their online processes – keeping the citizen experience top-of-mind at every turn
• Identify, develop and implement ways to disrupt the market with innovative solutions
• Continuously refine and improve the way our team delivers digital solutions to our growing customer base
• Identify areas for improvement using data/metrics and implement action plans to address trending issues
• Written and verbal correspondence with clients, serving as a point of escalation when needed
• Issue investigation and remediation
• Serve as a champion for agile development
• Lead/mentor and coach staff members
• Look for opportunities to scale efficiencies and new ways of working across multiple projects and markets
• Advocate and evangelize 'best practices' to ensure technical team is providing long term success and value for Granicus clients
• Oversee the execution, delivery, reporting and contract compliance for the technical delivery of implementation projects in the digital services portfolio
• Serve as an innovator and a change champion to strengthen the value and expand Implementation Service offerings
• Maintain proactive data driven approach to executing customer initiatives, anticipating needs, and guiding decisions that have a net positive impact to Granicus
• Develop and foster a consultative approach for the delivery of digital services, with Organizational Change Management at the core of each delivery
• Work closely with partner teams; drive business development initiatives through thought leadership; provide portfolio guidance and oversight; and meet and exceed customer satisfaction targets
• Provide feedback to sales, support and success on project activities in retrospective sessions to adjust proposal and process changes
• Work directly with Implementation Services leadership to scope service offerings into proposals
• Participate in client escalation meeting in support of junior technical team members, as required

Benefits

Remote work