Manager – Technical Implementation Services

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

📋 Description

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

• Act as a consultant to clients, facilitating improvements in their online processes while prioritizing the citizen experience at every step.

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

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

• Use data and metrics to pinpoint areas for improvement and execute action plans to tackle emerging issues.

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

• Conduct issue investigations and remediation.

• Champion agile development methodologies.

• Mentor and coach team members.

• Seek opportunities to enhance efficiencies and adopt new work methods 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 adherence for the technical delivery of implementation projects within the digital services portfolio.

• Function as an innovator and change advocate to enhance value and broaden Implementation Service offerings.

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

• Cultivate a consultative approach to delivering Digital Services, with Organizational Change Management at the heart of each delivery.

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

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

• Collaborate 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 setup and configuration for implementations.

• A diverse background in IT and/or management consulting with knowledge of industry IT trends, leveraging this expertise to advise customers, partners, and internally across 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 and/or leading large-scale technology initiatives 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 generation, team capacity management, and planning.

• Experience as a people manager, having served in a hiring capacity.

• Familiarity with Product Management and Product Development is a plus.

• Preference for candidates with experience in Software as a Service (SaaS).

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

• Strong presentation skills, including proficiency in written and verbal communication.

• Solid understanding of on-premises/cloud infrastructure is beneficial.

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

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

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

• 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 – Employees engage with our CEO on crucial topics, including mental health, work-life balance, and current affairs.

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

• Occasional guest speakers discussing issues that affect our employee community.