Senior Manager, Technical Delivery

The Role:

As a Senior Manager, Technical Delivery on the Solutions Delivery team, you will lead Benchmark’s largest and most complex customer implementations across our SaaS platform — BMS (Benchmark Management System®), First Sign®, and C.A.R.E.®. You are accountable for delivery outcomes across a portfolio of major municipal police departments, state corrections agencies, and federal oversight bodies. You will manage a team responsible for leading Enterprise implementations end-to-end, serving as the senior delivery voice in front of agency executives, and partnering across Product, Data Engineering, Sales, and Customer Success.

This role reports to the VP of Solutions Delivery.

As a Senior Manager, Technical Delivery on the Solutions Delivery team, you will lead Benchmark’s largest and most complex customer implementations across our SaaS platform — BMS (Benchmark Management System®), First Sign®, and C.A.R.E.®. You are accountable for delivery outcomes across a portfolio of major municipal police departments, state corrections agencies, and federal oversight bodies. You will manage a team responsible for leading Enterprise implementations end-to-end, serving as the senior delivery voice in front of agency executives, and partnering across Product, Data Engineering, Sales, and Customer Success.

This role reports to the VP of Solutions Delivery.

• Lead and manage a team of Technical Delivery Managers, providing coaching, guidance, and oversight to drive strong performance and consistent delivery outcomes.
• Own delivery outcomes — timeline, scope, quality, and customer health — across the Enterprise customer portfolio
• Lead implementations from contract signature through go-live and into steady state, ensuring each engagement is staffed, scoped, sequenced, and resourced to succeed
• Anticipate, surface, and resolve risk before it becomes a customer issue; escalates clearly when leadership intervention is needed
• Maintain a current view of portfolio health, capacity, and forecast; partner with Sales and Customer Success on pipeline planning and customer commitments
• Manage a team accountable for delivery across their assigned accounts; coach, develop, and hold them to a high bar
• Hire, onboard, and retain top delivery talent; build a high-performing team that customers and internal partners trust
• Set clear performance expectations and have direct conversations when work isn’t meeting them
• Develop the next generation of delivery leaders at Benchmark
• Serve as the senior delivery sponsor for Enterprise agencies; build trusted relationships with executive sponsors, IT leadership, and program owners
• Lead recovery on at‑risk accounts: diagnose root cause, mobilize the right resources, communicate honestly with the customer, and drive to resolution
• Translate complex technical work into business value for sworn, civilian, and executive audiences

• 10+ years of experience in customer-facing software delivery, implementation, or professional services, including 4+ years managing a delivery or implementation team
• 5+ years in a SaaS environment, preferably with enterprise or public-sector customers
• Demonstrated track record of running a multi-customer delivery portfolio — owning outcomes across complex, concurrent implementations
• Strong operational instincts: capacity planning, utilization, and scope management across concurrent engagements
• Skilled in leading executive conversations with sworn and civilian leaders, including chiefs, sheriffs, commissioners, IT executives, and program owners
• Comfortable reasoning about data flows, configuration trade-offs, and reporting implications well enough to challenge design decisions and unblock the team
• Bachelor’s degree required; advanced degree or…