Manager, Technical Implementation Services
Job Summary
Job Description
9 skills required
Job Details
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
Granicus is looking for a Manager, Technical Implementation Services for the Digital Services Implementation Services team. This role lives within the technical consultancy arm of the Granicus’ Digital Services product family and is a key member of the Implementation Services team. This team helps customers (government agencies) transform their digital citizen experience through the delivery of leading software.
As the Manager, Technical Implementation Services you’ll be an expert on the creating innovative digital experiences, and a key partner in the successful rollout of software implementation projects across the World. This role is the perfect combination of a people manager, a technical workflow manager with strong technical aptitude, and implementation consultancy (actually building digital solutions). The right candidate for this role is someone who is excited about and has experience leading people. A strong understanding of agile concepts, and former experience leading a technical team is strongly desired. This position works alongside the implementation senior leadership to balance creation of technical procedures, upskilling staff, project assignments, requirements, delivery tracking, pre-sale efforts and customer satisfaction.
What your impact will look like here:
- Lead a team of technical resources (development, quality assurance, and solutions architecture)
- Identify opportunities to and implement automated processes and refine delivery process
- Serve as an advisor to the customer as they improve their online processes – keeping the citizen experience top-of-mind at every turn.
- Identify, develop and implement ways to disrupt the market with innovative solutions
- Continuously refine and improve the way our team delivers digital solutions to our growing customer base.
- Identify areas for improvement using data/metrics and implement action plans to address trending issues.
- Written and verbal correspondence with clients, serving as a point of escalation when needed.
- Issue investigation and remediation.
- Serve as a champion for agile development.
- Lead/mentor and coach staff members.
- Look for opportunities to scale efficiencies and new ways of working across multiple projects and markets.
- Advocate and evangelize "best practices" to ensure technical team is providing long term success and value for Granicus clients.
- Oversee the execution, delivery, reporting and contract compliance for the technical delivery of implementation projects in the digital services portfolio.
- Serve as an innovator and a change champion to strengthen the value and expand Implementation Service offerings.
- Maintain proactive data driven approach to executing customer initiatives, anticipating needs, and guiding decisions that have a net positive impact to Granicus.
- Develop and foster a consultative approach for the delivery of digital services, with Organizational Change Management at the core of each delivery.
- Work closely with partner teams; drive business development initiatives through thought leadership; provide portfolio guidance and oversight; and meet and exceed customer satisfaction targets.
- Provide feedback to sales, support and success on project activities in retrospective sessions to adjust proposal and process changes.
- Work directly with Implementation Services leadership to scope service offerings into proposals.
- Participate in client escalation meeting in support of junior technical team members, as required.
- SECURITY REQUIREMENT:
- Responsible for Granicus information security by appropriately preserving the confidentiality, integrity, and availability (CIA) of Granicus information assets in accordance with the company's information security program.
You will love this job if you have:
- Over 5 years of experience with building complex queries in SQL
- 3-5 years of experience with building and utilizing API calls
- 7+ years of experience with implementation setup and configuration
- Possess a diverse IT and/or management consulting background and knowledge of industry IT trends, leveraging this credibility as advisors with Customers, partners and internally across AWS.
- Experience developing and implementing new technical processes for implementation teams (for implementation consultants, QA, etc.)
- 5+ year of experience as a business analyst and/or project manager supporting and/or leading large-scale technology projects across cross-functional teams
- Attention to detail and accuracy – forward thinking in execution and forecasting
- Passion for coaching team members in a fast-paced dynamic environment
- Experience with building reports, and managing and planning team capacity
- Experience as a people manager, and have served in a hiring manager capacity
- Experience with Product Management, Product Development an asset
- Experience with Software as a Service (SaaS) is strongly preferred
- Excellent problem-solving skills both technical and relationship based
- Excellent presentation skills including written and verbal communication
- Strong knowledge of on prem / cloud infrastructure an asset
- Comfortable navigating undefined or unclear processes across multiple delivery teams
- Ability to glean positives out of difficult situations to ensure forward progress
- Experience with upskilling and training employees on new and existing technology
- BA/BS Degree or equivalent relevant experience
- Passion for public sector success and team building
- EXAMPLES OF PERFORMANCE METRICS
- In partnership with the PM, delivery of departments implementations on time, and on budget
- Overall performance of the portfolio of work assigned as measured by CSAT Scores
- Ability to develop and improve the team delivery processes
- Ability to drive strategic initiatives from cradle to grave
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security and Privacy Requirements
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company 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.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee
population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
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