Manager - Technical Implementation Services

Role Description

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 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 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.

What Your Impact Will Look Like

• Lead a team of technical resources focused on technical implementation, quality assurance, and solutions architecture.
• Serve as an advisor to the customer as they improve their online processes, keeping the citizen experience top-of-mind.
• 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.
• 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.
• Oversee the execution, delivery, reporting, and contract compliance for the technical delivery of implementation projects.
• Serve as an innovator and a change champion to strengthen the value and expand Implementation Service offerings.
• Maintain a proactive data-driven approach to executing customer initiatives.
• Develop and foster a consultative approach for the delivery of Digital Services.
• Work closely with partner teams; drive business development initiatives through thought leadership.
• Provide feedback to sales, support, and success on project activities in retrospective sessions.
• Work directly with Implementation Services leadership to scope service offerings into proposals.
• Participate in client escalation meetings in support of junior technical team members.

Security Requirement

• Responsible for Granicus information security by preserving the confidentiality, integrity, and availability (CIA) of Granicus information assets.
• This role is designated as security-sensitive and requires eligibility for a Canadian Government Secret security clearance.
• Successful candidates must be eligible to obtain and maintain a Secret-level clearance.
• Must successfully complete all required background investigations, including criminal record checks, credit checks, and security interviews.
• Maintain secret-level clearance status throughout employment.
• Handle sensitive and classified information and adhere to all applicable confidentiality, privacy, and security policies.

Qualifications

• 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.
• Experience developing and implementing new technical processes for implementation teams.
• 5+ years of experience as a business analyst and/or project manager.
• Attention to detail and accuracy.
• 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 is an asset.
• Excellent problem-solving skills both technical and relationship-based.
• Excellent presentation skills including written and verbal communication.
• Strong knowledge of on-prem/cloud infrastructure is an asset.
• Comfortable navigating undefined or unclear processes across multiple delivery teams.
• Ability to glean positives out of difficult situations.
• 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.

Examples of Performance Metrics

• In partnership with the PM, delivery of departments implementations on time, and on budget.

About Us

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply.

Security and Privacy Requirements

• Responsible for Granicus information security by preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets.
• Responsible for ensuring the data privacy of our employees and customers.

The Team

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions – interact with our CEO on important issues.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• Special guests discussing issues that impact our employee population.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place.