Manager - Technical Implementation Services

Overview Granicus transforms the Govtech industry by building, implementing, and maintaining technology that brings governments and their constituents together. We support our customers in meeting community needs and implementing technology in equitable and inclusive ways. Granicus has consistently appeared on the GovTech 100 list and is recognized as a best place to work. Job Summary We are looking for a Manager of Technical Implementation Services to lead the Digital Services Implementation team. This role combines people management, technical workflow management, and implementation consultancy to deliver innovative digital experiences for government agencies worldwide. Responsibilities Lead a technical team focused on implementation, quality assurance, and solutions architecture to identify opportunities, automate processes, and refine delivery. Serve as an advisor to customers, ensuring the citizen experience remains paramount. Identify, develop, and implement innovative solutions that disrupt the market. Continuously improve digital solution delivery for our growing customer base. Use data and metrics to identify trends and implement action plans. Handle written and verbal correspondence with clients, providing escalation support and issue resolution. Champion agile development practices. Mentor and coach staff. Find opportunities to scale efficiencies across multiple projects and markets. Advocate for best practices and AI development, ensuring long‑term value for clients. Oversee execution, delivery, reporting, and contract compliance for digital service implementation projects. Drive change initiatives to strengthen and expand Implementation Service offerings. Maintain a proactive, data‑driven approach to customer initiatives, anticipating needs and guiding decisions. Develop a consultative delivery approach centered on organizational change management. Collaborate with partner teams to drive business development, provide portfolio guidance, and exceed customer satisfaction targets. Provide feedback to sales, support, and success during retrospectives to adjust proposals and processes. Scope service offerings for proposals with Implementation Services leadership. Participate in client escalation meetings to support junior technical team members. Qualifications Over 5 years of experience building complex SQL queries. 3‑5 years of experience building and utilizing API calls. 7+ years of experience in implementation setup and configuration. A diverse IT and/or consulting background with knowledge of industry IT trends. Experience developing and implementing new technical processes for implementation teams. 5+ years as a business analyst and/or project manager on large‑scale technology projects. Attention to detail and forward‑thinking execution and forecasting. Passion for coaching team members in fast‑paced, dynamic environments. Experience building reports and managing team capacity. Experience as a people manager and hiring manager. Experience with product management, product development, and SaaS, strongly preferred. Strong problem‑solving skills, technical and relational. Excellent written and verbal communication and presentation skills. Knowledge of on‑prem or cloud infrastructure a plus. Comfortable navigating undefined processes across multiple delivery teams. Ability to highlight positives in challenging situations to ensure forward progress. Experience in upskilling and training employees on new and existing technology. BA/BS degree or equivalent relevant experience; passion for public sector success and team building. Security Requirements Eligible to obtain and maintain a Canadian Government Secret clearance. Must successfully complete background investigations, including criminal record checks, credit checks, and security interviews. Maintain secret‑level clearance throughout employment; failure may result in withdrawal of offer or termination. Handle sensitive and classified information, adhering to confidentiality, privacy, and security policies. 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. About the Company Granicus has served 5,500 government agencies and 300 million citizen subscribers over 25 years, power a distributed Subscriber Network, and provide comprehensive cloud‑based solutions for communications, website design, meeting and agenda management, records management, and digital services. Our Culture Transparent, inclusive, and safe environment for all employees. Employee Resource Groups encourage diverse voices. Engagement initiatives, including “Coffee with Mark” sessions and wellness communities. #J-18808-Ljbffr