Head of Services - Support and Managed

Director Of Engagement Managers
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Reporting to the Head of Professional Services, the Director of Engagement Managers (Principal Engagement Manager) is Clariti's most senior client-facing delivery leader: a recognized thought leader, trusted executive advisor, and force multiplier for the broader Professional Services organization. Operating at the Expert level across all competency pillars, you won't simply manage implementations - you'll define how they are delivered, shape the frameworks the organization scales with, and mentor the next generation of Clariti delivery talent. While this is not a management role, you will leverage your experience to influence and develop the team. At this level, you see beyond the project to the system. You unlock new business opportunities, forecast trends before they surface, and balance customer, partner, and business priorities with the nuance that comes only from deep institutional knowledge and battle-tested judgment. You hold the attention of executive audiences, navigate the most complex stakeholder dynamics, and build the organizational structures and cultures through which great delivery consistently happens. If you have a proven track record of leading high-visibility, high-risk programs across government and civic technology - and you're driven to shape how a high-growth SaaS company delivers transformation at scale - this role is built for you.
As a Director, Engagement Managers at Clariti, you'll be accountable of:
Own the end-to-end delivery of Clariti's most complex, highest-visibility engagements, managing project governance, schedules, budgets, milestones, and success criteria across concurrent implementations with multiple client organizations.
Articulate clear delivery vision and strategic priorities to align large, cross-functional teams, including Implementation Consultants, Delivery Architects, Technical Account Managers, and Product and Engineering, ensuring every team has clear authority and targets that ladder up to shared outcomes.
Support continuously improving Clariti's repeatable delivery frameworks, structured retrospectives, and customer feedback loops, pioneering innovative solutions where no standard playbook yet exists and driving sustainable process improvement across the PS organization.
Anticipate risks and crises before they materialize; proactively devise and execute contingency plans, managing project scope changes and emerging threats with high autonomy and minimal escalation.
Executive Advisory & Stakeholder Management

Serve as a trusted strategic advisor to the most senior client stakeholders, mayors, CIOs, department directors, and agency heads, building deep relationships before dependencies arise and breaking down barriers between client functions and Clariti teams.
Lead recurring executive steering committees and check-ins, connecting project progress to city outcomes in a way that holds the attention of, and inspires, senior audiences, adjusting presentations in real time based on audience reaction and handling challenging Q&As with confidence.
Understand and manage the full spectrum of stakeholder interests, across regions, functions, and organizational levels, determining the appropriate style and depth of engagement for every interaction.
Delivery Excellence & Quality

Champion a delivery culture grounded in structured, data-backed metrics and storytelling, connecting performance to tangible government outcomes such as reduced permitting times, faster intake cycles, and measurable throughput improvements that give stakeholders the evidence to trust and advocate for Clariti.
Design systems and organizational structures for delivery teams that translate into consistently high-quality output, including resource models, delegation frameworks, and performance review cadences that keep teams engaged and accountable.
Apply advanced process improvement principles to deploy sustainable delivery initiatives; build a data-driven culture of continuous improvement and defect reduction across PS engagements.
Implement rigorous quality control processes; ask targeted questions that surface potential challenges without getting lost in the weeds, and validate impact through structured, transparent performance reviews.
Plan and prioritize resources across multiple concurrent engagements to ensure sufficient resourcing for targeted timelines, balancing utilization, team health, and delivery quality without burnout.
Build city personas, engagement playbooks, and scalable frameworks that translate project-level insights into organizational learning, distributing knowledge across PS and feeding structured product feedback into Clariti's roadmap.
Surface customer insights that influence Clariti's product and go-to-market strategy, acting as the voice of the customer in cross-functional conversations with Product, Engineering, Sales, and executive leadership.
Teach and develop the next generation of Clariti delivery talent, mentoring Principal ICs, Lead ICs, and Engagement Managers through coaching, modeled behavior, and structured development opportunities.
Leverage network and external influence to recruit and hire strong delivery talent; Provide regular reports and updates to the PS Director of Implementation and COO on the performance, risks, and strategic progress of all assigned engagements, structured for executive consumption and actionable by leadership.
Contribute to Clariti's strategic planning by identifying new business opportunities with measurable impact to company objectives, informed by deep understanding of customer and partner nuances.
12+ years of experience leading and delivering enterprise-level or government transformation engagements in a SaaS, professional services, or civic technology environment.

• Demonstrated track record of managing the most complex, highest-risk, multi-stakeholder programs end-to-end, including situations requiring recovery from dissatisfied clients or failed prior implementations.
• Acknowledged thought leader within at least one prior organization on delivery methodology, client engagement, or public sector implementation.
• leverages understanding of customer and partner nuances to balance competing priorities; Financial Acumen: Own and actively manage engagement-level financial performance, including project budget forecasting, cost tracking, margin analysis, and variance reporting across a portfolio of concurrent engagements. Apply expert-level financial acumen to model delivery scenarios, assess trade-offs between scope, cost, and timeline, and make or recommend resource allocation decisions that protect both client outcomes and Clariti's financial health.

structures all communication types for any audience.
persuades cross-org stakeholders to undertake innovative process improvement; builds data-driven improvement cultures.
Customer Centricity: Intimately understands customer journey; builds and inspires a culture of high-quality service across the organization; Executional Excellence: Designs organizational systems and structures for teams that translate into high-quality output; Recognized thought leader and go-to advisor for delivery and implementation; uses network to recruit and develop strong talent.
Planning & Organizing: Articulates clear strategic vision; manages high-visibility, high-risk, broad-scale programs; proactively manages scope changes, crises, and contingencies.
Stakeholder Management: Breaks down barriers across functions and organizations; effectively manages complex conflict and ensures productive cross-team relationships.
Deep expertise in project management and agile methodologies with demonstrable evidence of applying them to large-scale