Manager, Technical Services

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Manager, Technical Services

Remote

Full Time

Experienced

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Manager, Technical Services

Position Type: Full-time

Work Location: Remote (US-based)

FLSA Status: Exempt

Reports To: Senior Director, Delivery

Summary:

The Manager, Technical Services leads Grace Hills systems integration delivery team within the Delivery organization, reporting to the Senior Director, Delivery. This role owns the backend connectivity of the platform, system provisioning, API/SSO integrations, historical data migrations, and automated data feeds, delivered through a team of Integration Specialists, System Operations Specialists, and Data Migration Specialists.

This role governs the handoff between Sales Engineerings presale discovery and the Integration Specialist teams delivery execution, sets and enforces internal technical SLAs for Implementation and Support, and serves as the escalation-tier technical authority for the most complex enterprise engagements and key technology partner relationships.

Key Performance Outcomes:

• Reduce change orders and delayed launches caused by poorly scoped technical requirements during the sales cycle.
• Ensure Integration Specialists validate 100% of presale technical discovery before implementation kickoff, minimizing scope corrections traced to inaccurate presale assumptions.
• Achieve and maintain internal SLA attainment across integration, data feed, and provisioning tickets.
• Reduce average time to fully provision a new client environment.

Key Responsibilities:

Presale-to-Delivery Governance & Partner Ecosystem

• Own the SLA and quality standard for the presale-to-delivery handoff, ensuring Integration Specialists validate Sales Engineerings discovery documentation and confirm technical feasibility before implementation kickoff.
• Review Sales Engineerings integration enablement content and battlecards for technical accuracy prior to distribution to Sales and Customer Success.
• Serve as the escalation-tier technical authority on the most complex, enterprise-scale deals, joining prospect calls only when escalated by Sales Engineering to support IT security reviews, architecture discussions, and custom data feed scoping.
• Maintain the operational relationships with key technology partners (e.g., HRIS or CRM platforms); manage developer sandboxes, monitor partner API deprecation schedules, and collaborate with partner engineering teams to resolve shared technical outages.

Integration & Data Engineering

• Oversee the Integration Specialists responsible for configuring Single Sign-On (SSO), API connections, and complex historical data imports.
• Manage the Integration Specialists to establish, monitor, and troubleshoot automated data pipelines for both new implementations and active clients.
• Ensure all technical setups adhere to strict data security and compliance standards.

System Operations

• Supervise the System Operations team responsible for the transactional provisioning of new accounts, feature toggling, and backend environment configuration.
• Drive aggressive automation initiatives to reduce manual account provisioning time from hours to minutes.

Internal SLA Management & Triage

• Act as a shared service to the Implementation and Support teams, receiving technical work tickets from these front-line groups.
• Establish and rigorously enforce internal Service Level Agreements (SLAs) so Implementation Managers know exactly when a data feed or integration will be completed.

Escalations & Tooling

• Serve as the highest point of escalation for broken integrations, failed data syncs, or critical provisioning errors.
• Partner with Product and Engineering to request better internal administrative tools or API enhancements based on the friction your team experiences.

Qualifications:

• Bachelors degree in Computer Science, Information Systems, or a related field, or equivalent combination of education and work experience.
• 5+ years of experience in technical services, systems integration, or implementation engineering, including 2+ years in a people-management or team-lead capacity.
• Strong working knowledge of SSO/authentication protocols (SAML 2.0, OIDC), REST APIs, SFTP, and data migration practices.
• Experience managing technical SLAs and ticket-driven support operations (Zendesk, Jira, ServiceNow, or similar).
• Proven ability to communicate complex technical concepts to non-technical stakeholders, including Sales, Customer Success, and client IT teams.
• Experience partnering with Sales/Go-To-Market teams on technical presale support is a plus.
• Experience in a SaaS or multifamily/commercial real estate environment is a plus.

Job Expectations

• Ability to use standard business equipment and technology with or without accommodation.
• Ability to travel occasionally for enterprise client escalations or technology partner meetings, if required.

Note: This description is not an exhaustive list of responsibilities and skills for this role; other duties may be assigned. Management reserves the right to add or modify responsibilities at any time.

Target Salary range: $100,000 Base + Bonus

Grace Hill offers a robust suite of benefits, including health, dental and vision insurance, 401K, PTO, life insurance, disability insurance, and more.

We do not offer visa sponsorship or assistance. Applicants must be based in the US and authorized to work in the US at the time of hire.

ABOUT GRACE HILL

Grace Hill provides industry-leading SaaS solutions that help multifamily owners and operators increase property performance, reduce risk, and grow top talent. More than 500,000 professionals across 1,700+ companies rely on our platform

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Either now or in the future will you require work authorization/sponsorship to work in the US?* -- No answer --NoYes

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Team Leadership & People Management (select one) -- No answer --No experience managing or leading a teamHas informally mentored peers or led projects, no formal people-management responsibility2+ years directly managing a technical team (hiring, performance management, coaching), ideally in an integration/implementation/data functionHas managed a technical team through significant scale or process change (built SLA structure, restructured a team, managed through reorg)

Presale-to-Delivery Governance (select one) -- No answer --No exposure to presale-to-delivery handoffs or discovery validationHas participated in handoff conversations but didnt own the standard or SLA for the processHas owned the quality standard for a presale-to-delivery handoff, validating discovery documentation and confirming technical feasibility before kickoffHas built or redesigned a presale-to-delivery governance process from scratch, including defining SLAs and escalation criteria

Technical Escalation Authority (SSO/API/Data Migration Depth) (select one) -- No answer --No hands-on technical depth in SSO, API integration, or data migrationConceptual understanding of SSO/API/data migration, not hands-on enough to be a credible technical authority in escalationsStrong working knowledge of SAML/OIDC, REST APIs, SFTP, and data migration practices, credible as an escalation-tier technical resourceHas personally resolved complex enterprise-scale integration/security escalations (architecture discussions, IT security reviews) as the technical authority

SLA & Ticket-Driven Operations Management (select one) -- No answer --No experience with ticket-driven support operations or SLA managementHas worked within a ticket-driven environment (Zendesk/Jira/ServiceNow) but hasnt owned or enforced SLAsHas established and enforced internal SLAs across a ticket-driven technical operation, managing triage from front-line teamsHas redesigned SLA structure or ticket workflows to materially improve attainment or turnaround time

Partner Ecosystem & Cross-Functional Influence (select one) -- No answer --No experience managing external technology partner relationships or influencing Product/Engineering prioritiesHas interacted with technology partners or Product/Engineering informally, without ownershipManages ongoing technology partner relationships (API deprecation schedules, developer sandboxes) and regularly partners with Product/Engineering on tooling needsHas driven a partner relationship or Product/Engineering initiative that measurably reduced technical friction or risk

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