Principal Technical Program Manager

ABOUT THE ROLE

As a Principal Technical Program Manager on our Cloud Engineering Operations team, you’ll be the deeply technical process owner for core Service Management—Incident, Problem, Change, Capacity, and Vendor Management—plus financial modeling and forecasting that guide platform scale and cost. Reporting to the SVP, Cloud Operations, you’ll drive the practices, tooling, and KPIs that keep our SaaS reliable, performant, and efficient.

SPECIFIC RESPONSIBILITIES

• Define and govern processes for Production Incident, Problem, Change Management and escalations for services delivered in Public Cloud (Azure and AWS). Function as process manager until processes can be fully operationalized
• Maintain a portfolio of key technology vendors and oversee technology spend and vendor relationships
• Develop Quality of Service and Execution metrics that align with Accela’s business objectives for presentation with executive leadership
• Drive cross-functional SaaS transformation initiatives
• Develop and maintain a cost model for cloud consumption and expense based on service capacity needs
• Work closely with Finance Business Partner(s) to update forecast and set and govern budget, ensuring monthly cost intelligence is delivered (via PowerBI)
• Develop and maintain cost reporting and drive optimization programs with service owner(s)
• Drive maturity in Root Cause Analyses, Operability Review, Service Review, and associated metrics
• Priorities bugs, design change, and feature requests in order to ensure proper focus on non-functional requirements for Accela’s SaaS offerings
• Manage execution of key Compliance deliverables including patching within OLA and DR/BCP testing
• Develop Production Operations and Service Desk capabilities in partnership cross-functionally and with key vendors
• Potential to lead a small team over time

REQUIRED QUALIFICATIONS

• 10+ years of Service Management experience in SaaS (preferred) or Managed Services environments
• Mastery of the development of reporting and metrics in SaaS/Managed Services environments
• Excellent vendor management and negotiation skills
• Finance and Business acumen – must be able to articulate impacts to Cost of Revenue, margin/marginal cost, and work closely with Finance Business Partner against modelling including plan, forecast, actuals
• Experienced in technical infrastructure including Cloud (Azure and AWS) operating environments
• Project Management skills and/or certification skills
• Strong interpersonal, presentation and communication skills. A strong influencer.

DESIRED QUALIFICATIONS

• ITIL Practitioner or better certification preferred
• PowerBI and PowerBI Desktop technical skills desirable
• Experience working with Site Reliability Engineering and Cloud Engineering teams and associated toolsets a plus
• Experience with Atlassian toolset a plus

ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $160,000 - $199,000 (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement.

Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation.