Senior Manager, Technical Delivery

Benchmark Analytics•Chicago, IL

3d•$160,000 - $175,000•Remote

About The Position

As a Senior Manager, Technical Delivery on the Solutions Delivery team, you will lead Benchmark’s largest and most complex customer implementations across our SaaS platform — BMS (Benchmark Management System®), First Sign®, and C.A.R.E.®. You are accountable for delivery outcomes across a portfolio of major municipal police departments, state corrections agencies, and federal oversight bodies. You will manage a team responsible for leading Enterprise implementations end-to-end, serving as the senior delivery voice in front of agency executives, and partnering across Product, Data Engineering, Sales, and Customer Success. This role reports to the VP of Solutions Delivery.

Requirements

10+ years of experience in customer-facing software delivery, implementation, or professional services, including 4+ years managing a delivery or implementation team
5+ years in a SaaS environment, preferably with enterprise or public-sector customers
Demonstrated track record of running a multi-customer delivery portfolio — owning outcomes across complex, concurrent implementations
Strong operational instincts: capacity planning, utilization, and scope management across concurrent engagements
Skilled in leading executive conversations with sworn and civilian leaders, including chiefs, sheriffs, commissioners, IT executives, and program owners
Comfortable reasoning about data flows, configuration trade-offs, and reporting implications well enough to challenge design decisions and unblock the team
Bachelor’s degree required
Able to travel approximately 25% for customer meetings, executive briefings, and go-live support

Nice To Haves

advanced degree or PMP/Agile certifications a plus
Experience working with government agencies or law enforcement strongly preferred
A genuine people leader who measures success by what their team delivers
Direct: willing to deliver bad news to customers and to the team, and to do it diplomatically
A systems thinker who can see patterns across a portfolio of complex engagements
Calm under escalation; the person other leaders want in the room when something is on fire
Passionate about the Benchmark Analytics mission and improving outcomes in public safety

Responsibilities

Lead and manage a team of Technical Delivery Managers, providing coaching, guidance, and oversight to drive strong performance and consistent delivery outcomes.
Own delivery outcomes — timeline, scope, quality, and customer health — across the Enterprise customer portfolio
Lead implementations from contract signature through go-live and into steady state, ensuring each engagement is staffed, scoped, sequenced, and resourced to succeed
Anticipate, surface, and resolve risk before it becomes a customer issue; escalate clearly when leadership intervention is needed
Maintain a current view of portfolio health, capacity, and forecast; partner with Sales and Customer Success on pipeline planning and customer commitments
Manage a team accountable for delivery across their assigned accounts; coach, develop, and hold them to a high bar
Hire, onboard, and retain top delivery talent; build a high-performing team that customers and internal partners trust
Set clear performance expectations and have direct conversations when work isn’t meeting them
Develop the next generation of delivery leaders at Benchmark
Serve as the senior delivery sponsor for Enterprise agencies; build trusted relationships with executive sponsors, IT leadership, and program owners
Lead recovery on at-risk accounts: diagnose root cause, mobilize the right resources, communicate honestly with the customer, and drive to resolution
Translate complex technical work into business value for sworn, civilian, and executive audiences

Benefits

A competitive salary and benefits package.
Unlimited Paid Time Off.
Ability to work in a fully remote environment (must be based in the U.S. and willing to work in Central Time Zone).
Summer Half-Day Fridays.
Freed Up Fridays during Spring, Fall, and Winter months to promote productivity and dedicated heads-down work time.
Medical, dental, and vision plan offerings along with 401(k).
Employer-paid Short-Term Disability, Long-Term Disability, and Life Insurance.
Other Voluntary Benefits include additional Life Insurance, Spouse Life Insurance, and Accident Insurance.
The satisfaction that comes with being part of a solution that has real impact in the world.
A diverse workforce and inclusive environment that embraces unique contributions and experiences.
An empowered culture that encourages creativity and professional growth.