Technical Delivery Manager

Job Title: Technical Delivery Manager

Department: Support Services

Reports To: Manager of Support Services

FLSA Status: Exempt

Job Summary:

As a Technical Delivery Manager (TDM), you will be responsible for the overall delivery of solutions for some of Passport's most intricate and complex client opportunities. You will be engaged during the implementation process and beyond, to oversee and coordinate work activity across numerous teams in Passport involved in solution delivery for our clients.

The TDM works across all business units to drive timely, successful, and efficient utilization of software and services by our clients. The TDM oversees all solution delivery and is ultimately responsible for ongoing customer communications involving technical solutions, SLA reporting, project leadership, management, quality, and solution delivery, often including multi-vendor management. While Passport provides a number of avenues for clients to submit and track service requests or issues, you will operate as the sole point of client escalation if they need to raise awareness of something.

You partner directly with Sales Executive, and Client Success Executives to provide senior experience and presence to large, enterprise-level clients. You will work, as needed, with Project Managers during the Implementation phase of the project, to be aware of the work underway and to fully understand the business rationale and needs of our clients for any non-standard project requirements.

If you love a good challenge, are experienced in managing enterprise-level engagements, are driven by solving unique client needs, and have a passion for driving customer satisfaction with your work, you have found the right place!

Responsibilities:

• Act as the trusted technology advisor to a base of strategic complex tier 1 accounts
• Ensure effective ownership, communication, coordination, and facilitation of support service activities between Passport departments and strategic accounts
• Lead customer-requested meetings, quarterly business reviews, and other service and strategic discussions
• Lead efforts to perform business process mapping to ensure service delivery is aligned with customer expectations
• Help drive adoption of additional features and functionality by understanding customer needs through business process mapping, review of case requests, and maintaining close relationships with customer business leaders
• Be well versed in Passport's SaaS products and solution offerings, you augment the design and solution recommendations being provided by Passport
• Bring a consultative presence to your clients, counseling your clients on the solution options and delivery paths that are aligned to best meet their business objectives
• Own the technical delivery of change projects, manage technical tasks at a granular level, follow up with key stakeholders and client; proactively identify risks in delivery and manage
• Own the technical part of communication with the client, update the project team members on a regular basis and clearly escalate issues to the necessary stakeholders
• Collaborate with internal team leads, partner teams and clients to define deliverables, roadmaps, and additional documentation
• You are accountable for risk mitigation for Passport and the other service providers who may be involved on projects for your clients
• An ally to the Sales and Client Success teams, you listen to your client and identify potential sales opportunities and relay those back to your counterparts in a qualified and timely manner

About You:

Simply put, you are adept at being an air traffic control coordinator for large complex clients - you know what it takes to be successful in a fast-paced, regularly changing, and sometimes high-pressure environment. You learn quickly and operate in a calm, cool, and collected manner. You work through ambiguity like a champ. You have incredible time management skills and always find a way to prioritize things in the right order to ensure your internal and external partners are satisfied.

You are able to take complex situations and boil them down to simple requirements and action plans. You work well with lots of different personalities and can bring people together to solve problems with ease. People enjoy working with you, your teammates respect you, and your clients are regularly impressed by you. You are not afraid of challenging situations or aggressive deadlines and know how to navigate carefully during challenging client conversations.

You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher. You always hit your deadlines. You have a propensity towards continuous improvement and love to figure out the scalable solution. You own the details. You are always thinking a few steps ahead. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening.

You read the books, you've followed the blogs, and as someone committed to striving for the best, you're excited to contribute to Passport's amazing growth goals by joining our team.

Qualifications:

Required:

• 2+ years of Project and/or Program Management experience, 5+ years preferred
• At least 2+ years of service delivery experience in the parking industry
• Experience working in a fast-paced and flexible environment is a must
• Bachelor's degree preferred or a combination of education and relevant experience
• Familiarity with Change, Problem, and Incident Management.
• Excellent communication (written, verbal, and listening) and organizational skills
• Expert time-management and resource-planning skills
• Demonstrable experience in leading and delivering multiple complex projects simultaneously, including milestone and budget control
• Ability to think on your feet and outside of the box-adaptability is key
• Thoughtful listening and creative problem-solving skills
• Experience working in a matrixed environment and the ability to navigate complex organizational structures
• Ability to proactively anticipate project roadblocks, timeline issues and determine to create solutions for data/technology workstreams
• Ability to coordinate resources across multiple departments and projects, managing conflicts and collisions in priority
• Experience being a senior point of escalation for clients, operating with Director or C-suite level contacts when escalations have occurred
• Expert negotiation, verbal and written communication, and presentation skills
• Experience with requirement gathering and analysis
• Ability to articulate technical and business concepts to diverse audiences
• This role is not expected to have formal coding or technical experience, however, the need to grasp the impacts of solution design concerns, and the management of those is essential
• Ability to travel up to 30% of the time

About Us:

Passport is the technology leader in parking compliance and curbside payment solutions. By helping cities integrate paid parking, enforcement operations, and payment infrastructure into one software solution, Passport provides the only platform that connects the complexities of mobility to efficiently manage and monetize the curb. From mobile payments to citation issuance, permitting technology and more, Passport is empowering cities of all sizes with better insights to improve parking turnover, expand revenue opportunities, and create better compliance. Passport is trusted by more than 800 clients across North America.

Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.