Head of Services - Support and Managed

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.Job Summary OpenGov is modernizing the way government operates — and our Professional Services team is at the center of every successful customer deployment. The Manager II, Professional Services leads a team of Implementation Analysts and Consultants, owning delivery quality, team performance, and portfolio-level outcomes across a complex and growing book of business. Operating with significant autonomy, this role translates delivery strategy into scalable operational processes, drives cross-functional alignment with Sales, Product, and Customer Success, and builds the team capabilities needed to deliver exceptional implementations at scale. Responsibilities Own end-to-end delivery performance for a team of Implementation Analysts and/or Implementation Consultants — including hiring, onboarding, performance management, and career development. Translate functional delivery plans into operational processes, establishing and evolving implementation standards, methodology, and quality benchmarks across the team. Drive portfolio health by tracking team utilization, delivery metrics, and project risk — taking proactive, decisive action to protect customer and business outcomes. Serve as the escalation point for complex implementation challenges, including data transformation, platform configuration, and cross-product workflow design, applying sound judgment to drive timely resolution. Lead cross-functional alignment with Sales, Product, Engineering, and Customer Success to improve delivery quality, set accurate customer expectations, and surface and resolve systemic issues. Partner with customers at all organizational levels to understand pain points, translate requirements into implementation strategy, and ensure a high-satisfaction experience from kickoff through go-live. Identify portfolio-wide patterns and proactively develop scalable solutions — process improvements, tooling enhancements, or methodology updates — that reduce friction and improve delivery efficiency. Support recruiting, onboarding, and ramp planning to build team capacity in alignment with pipeline and business demand. Requirements and Preferred Experience Bachelor's degree in a related field, or equivalent work experience. 5+ years of project delivery experience in a SaaS or technology implementation environment, or equivalent. Demonstrated people management experience including performance management, coaching, and team development is required. Proven track record managing complex, multi-project portfolios with a high degree of customer-centricity and accountability for outcomes. Strong technical acumen: ability to understand and advise on data preparation, system configuration, workflow logic, and product architecture in a customer-facing context. Experience engaging with customers at all organizational levels — from end users to executive stakeholders — with professionalism and strong business judgment. able to build trust with internal teams, cross-functional partners, and external customers. Strong analytical thinking and systems orientation — able to model complex customer workflows and develop resolution strategies for non-routine implementation challenges. Demonstrated ability to make sound decisions in ambiguous situations while balancing competing priorities, customer needs, and resource constraints. Ability to travel approximately 25% of the time. Experience delivering implementations for government agencies or in regulated public-sector environments. Familiarity with government budgeting, finance/budgeting solutions, procurement, permitting, licensing, asset management, or related domains. Geographic Information Systems (GIS) software experience. Strong Excel skills, including VLOOKUP, pivot tables, and data formatting; Compensation:Chicago, IL: $125,000 - $150,000On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Opportunity to InnovateThe next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.A Place to Make Your MarkWe pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. Excellent performance is recognized and rewarded, and we love to promote from within.Comprehensive healthcare options for individuals and familiesFlexible vacation policy and paid company holidays401(k) with company matchPaid parental leave, wellness stipends, and HSA contributionsProfessional development and growth opportunitiesA collaborative office environment with weekly catered lunches.Compensation Range: $125K - $150KLocationUS | Illinois | ChicagoEmployment TypeFull timeLocation TypeOn-siteDepartmentSalesCompensationChicago, IL$125K - $150KOn target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.