Manager – Technical Implementation Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead a team of technical professionals specializing in technical implementation, quality assurance, and solutions architecture to discover opportunities, implement automated processes, and enhance the delivery process.

• Act as an advisor to clients in enhancing their online processes, prioritizing the citizen experience at every step.

• Identify, develop, and implement innovative solutions to disrupt the market.

• Continuously enhance and refine the delivery of digital solutions to our expanding customer base.

• Utilize data and metrics to pinpoint areas for improvement and implement action plans to address emerging issues.

• Engage in written and verbal communication with clients, serving as a point of escalation when necessary.

• Conduct issue investigation and remediation.

• Act as a champion for agile development methodologies.

• Mentor and coach team members.

• Seek opportunities to scale efficiencies and introduce new workflows across various projects and markets.

• Promote and advocate for "best practices" and AI development to ensure the technical team delivers long-term success and value for Granicus clients.

• Oversee the execution, delivery, reporting, and contract compliance for the technical aspects of implementation projects within the digital services portfolio.

• Serve as an innovator and change agent to enhance value and expand Implementation Service offerings.

• Maintain a proactive, data-driven approach to executing customer initiatives, anticipating needs, and guiding decisions that positively impact Granicus.

• Cultivate a consultative approach to delivering Digital Services, embedding Organizational Change Management in each delivery.

• Collaborate closely with partner teams; drive business development initiatives through thought leadership; provide portfolio guidance and oversight; and achieve or exceed customer satisfaction targets.

• Offer feedback to sales, support, and success teams on project activities during retrospective sessions to adjust proposals and process changes.

• Work directly with Implementation Services leadership to define service offerings in proposals.

• Participate in client escalation meetings to support junior technical team members as needed.

⛳️ Requirements

• More than 5 years of experience in constructing complex SQL queries.

• 3-5 years of experience in building and utilizing API calls.

• Over 7 years of experience in implementation setup and configuration.

• A diverse IT and/or management consulting background with knowledge of industry IT trends, leveraging this expertise to advise customers, partners, and internally within AWS.

• Experience in developing and implementing new technical processes for implementation teams (including implementation consultants, QA, etc.).

• 5+ years of experience as a business analyst and/or project manager supporting or leading large-scale technology projects across cross-functional teams.

• Strong attention to detail and accuracy, with a forward-thinking approach to execution and forecasting.

• A passion for coaching team members in a fast-paced, dynamic environment.

• Experience in report building, managing, and planning team capacity.

• Experience as a people manager and served in a hiring manager capacity.

• Experience in Product Management and Product Development is an asset.

• Strongly preferred experience with Software as a Service (SaaS).

• Excellent problem-solving abilities, both technical and relational.

• Outstanding presentation skills, including both written and verbal communication.

• Strong knowledge of on-premises/cloud infrastructure is an asset.

• Comfortable navigating ambiguous or unclear processes across multiple delivery teams.

• Ability to extract positives from challenging situations to ensure progress.

• Experience in upskilling and training employees on new and existing technology.

• BA/BS Degree or equivalent relevant experience.

• A passion for public sector success and team building.

🏝️ Benefits

• Employee Resource Groups to promote diverse voices.

• Coffee with Mark sessions – Our employees have the opportunity to engage with our CEO on significant and sometimes challenging issues, ranging from mental health to work-life balance and current affairs.

• Microsoft Teams communities focused on wellness, art, pets, family, parenting, and more.

• We occasionally invite special guests to discuss topics that impact our employee community.