Manager - Technical Implementation Services

Granicus

2d•Remote

About The Position

Granicus is looking for a Manager, Technical Implementation Services for the Digital Services Implementation Services team. This role lives within the technical consultancy arm of the Granicus’ Digital Services product family and is a key member of the Implementation Services team. This team helps customers (government agencies) transform their digital citizen experience through the delivery of leading software. As the Manager, Technical Implementation Services you’ll be an expert on the creating innovative digital experiences, and a key partner in the successful rollout of software implementation projects across the World. This role is the perfect combination of a people manager, a technical workflow manager with strong technical aptitude, and implementation consultancy (actually building digital solutions). The right candidate for this role is someone who is excited about and has experience leading people. A strong understanding of agile concepts, and former experience leading a technical team is strongly desired. This position works alongside the 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
Excellent problem-solving skills both technical and relationship based
Excellent presentation skills including written and verbal communication
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
Be eligible to obtain and maintain a Secret-level clearance in accordance with Government of Canada security policies.
Successfully complete all required background investigations, including criminal record checks, credit checks, and security interviews.
Maintain secret-level clearance status throughout employment.
The successful candidate will be required to handle sensitive and classified information and must adhere to all applicable confidentiality, privacy, and security policies, including those governed by provincial and federal security legislation and organizational standards.

Nice To Haves

Experience with Product Management, Product Development an asset
Experience with Software as a Service (SaaS) is strongly preferred
Strong knowledge of on prem / cloud infrastructure an asset

Responsibilities

Lead a team of technical resources (focused on technical implementation, quality assurance, and solutions architecture) to identify opportunities, to implement automated processes, and to 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 as required. 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" and AI development 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.
Responsible for Granicus information security by appropriately preserving the confidentiality, integrity, and availability (CIA) of Granicus information assets in accordance with the company's information security program.
Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.