Technical Delivery Manager

The Role:

As a Technical Delivery Manager, you'll lead a three-person technical delivery pod consisting of a Configuration Specialist, Data Engineer, and Reporting Analyst, all of whom report directly to you. Together, you'll be accountable for the end-to-end implementation and ongoing success of agencies across a shared book of accounts.

In this customer-facing role, you'll drive implementation of the Benchmark Management System through your pod, balancing urgency with quality while applying a consultative project management approach, enterprise SaaS configuration expertise, and proven rollout strategies. You'll manage complex, multi-phase implementations and develop a strong understanding of how police and government agencies operate so your team can deliver software that meets their operational needs.

You'll bring enough technical depth to follow engineering and configuration conversations, reason through data mappings, ETL flows, integrations, and configuration specifications, and use that understanding to build realistic plans, identify dependencies, surface risks early, and translate between customer operational needs and technical execution.

Our ideal candidate loves problem-solving, sweats the details, and works transparently and collaboratively. You're a people manager first - coaching, developing, and unblocking your direct reports while creating accountability for the pod's collective outcomes. Alongside managing customer implementations and your team, you'll partner with the Senior Manager, Enterprise Delivery to strengthen delivery processes and identify opportunities to improve how we work.

Responsibilities:

• Lead a three-person technical delivery pod consisting of a Configuration Specialist, Data Engineer, and Reporting Analyst, running simultaneous Benchmark Management System implementations across a shared book of accounts

• Manage, coach, and develop technical individual contributors, including setting goals, providing feedback, supporting career growth, removing roadblocks, and holding the pod accountable for outcomes

• Balance capacity across the pod, sequencing configuration, data, and reporting work to meet customer commitments without overloading any one function

• Develop project charters and implementation plans grounded in scope, technical dependencies, timelines, and available resources

• Communicate implementation progress, milestones, risks, and decisions to customers on a regular cadence

• Serve as the Voice of the Customer between engineering, product, and end users

• Collaborate cross-functionally to keep project tasks on scope and on time

• Report project status and open risks to a broad internal audience

• Identify project and technical risks early and lead internal escalations to determine appropriate mitigation plans

• Create and deliver customer training and documentation

• Drive internal process improvements and build training materials that support change

• Partner with engineering and configuration teams to translate customer operational requirements into technical specifications, ensuring what gets built aligns with customer intent

• Scope ETL and data integration work alongside engineering, understanding source systems, data mappings, transformation logic, integrations, and failure modes well enough to plan timelines, sequence dependencies, and flag risks

• Understand platform configuration and reporting capabilities in enough depth to answer customer questions, plan realistic timelines, and assess the impact of scope changes without escalating every detail

• Drive data quality through go-live, including source data review with the customer, reconciliation against source systems, and resolution of import exceptions ahead of acceptance

Job Qualifications:

• 2+ years of direct people management experience, with a track record of coaching and developing technical individual contributors

• 5+ years of relevant technology/software implementation experience

• 4+ years of experience in a SaaS environment, preferably supporting enterprise customers

• Demonstrated experience leading complex implementations or customer projects involving multiple phases, technical dependencies, and cross-functional stakeholders

• Demonstrated ability to read, interpret, and reason about technical artifacts such as data mappings, configuration specifications, integration designs, and source-system exports

• Prior experience planning or coordinating data integration or ETL work in implementations - even when the build itself was completed by engineering

• Comfortable…