Manager – Technical Implementation Services

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Granicus

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 1999

🏛️ Regierung

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus ist ein technologieorientiertes Unternehmen mit Schwerpunkt auf den öffentlichen Sektor, das eine Government Experience Cloud und eine Reihe digitaler Dienstleistungen für lokale, staatliche, föderale, Bildungs- und Sonderbehörden anbietet. Zu seinen Produkten gehören Plattformen für Engagement und Kommunikation, Service- und Betriebslösungen (für Genehmigungen, Lizenzen, Aufzeichnungen, 311/Serviceanfragen), Sitzungs- und Agenda-Management, Websites/CMS, Compliance-Tools sowie ein KI-gestützter Government Experience Agent, um einen 24/7-Self-Service bereitzustellen. Granicus unterstützt Organisationen im öffentlichen Sektor dabei, den Service zu modernisieren, die Bürgerbeteiligung zu steigern, Arbeitsabläufe zu automatisieren und die Betriebseffizienz zu verbessern.

Beschreibung

• Lead a team of technical resources (focused on technical implementation, quality assurance, and solutions architecture) to identify opportunities, to implement automated processes, and to 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 as required. • 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" and AI development 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.

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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