Sr. Technical Manager, Impl. Services (Costa Rica)
Granicus
- Costa Rica
- Permanente
- Tiempo completo
- 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
- Over 5 years of experience with HTML, CSS, JavaScript, XML, SQL and Python
- Over 5 years of experience with building complex queries in SQL
- 3-5 years of experience with building and understanding API calls
- 7+ years of experience with implementation setup and configuration
- Passion for public sector success and team building
- Posses 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 as a people manager, and have served in a hiring manager capacity
- 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
- 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
- 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.
- 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