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Salary: USD 100,000 - 0 / annual
Grace Hill seeks a Manager of Technical Services to lead the systems integration delivery team within the Delivery organization. This role owns backend connectivity, system provisioning, API/SSO integrations, historical data migrations, and automated data feeds. You will manage Integration Specialists, System Operations Specialists, and Data Migration Specialists while serving as the escalation-tier technical authority for complex enterprise engagements and key technology partner relationships.
Key responsibilities include: establishing and enforcing internal technical SLAs for implementation and support; governing the handoff between Sales Engineering's presale discovery and the Integration Specialist team's delivery execution; overseeing SSO, API connections, and complex historical data imports; supervising system operations for account provisioning and backend environment configuration; managing technical work tickets and escalations from Implementation and Support teams; and partnering with Product and Engineering on tooling improvements based on team friction points.
You will reduce change orders and delayed launches caused by poorly scoped technical requirements, ensure Integration Specialists validate 100% of presale technical discovery before implementation kickoff, achieve and maintain SLA attainment across integration and provisioning work, and reduce average time to fully provision new client environments. You will also maintain operational relationships with key technology partners (HRIS, CRM platforms), manage developer sandboxes, monitor API deprecation schedules, and collaborate with partner engineering teams on technical outages.
Required: Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent); 5+ years in technical services, systems integration, or implementation engineering with 2+ years in 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.
Preferred: experience partnering with Sales/Go-To-Market teams on technical presale support; experience in SaaS or multifamily/commercial real estate environment. Occasional travel may be required for enterprise client escalations or technology partner meetings. Must be US-based and authorized to work in the US.
