Senior Manager, Solutions Delivery REQ: Position Overview: This role is a highly dynamic, customer-facing leadership position responsible for managing a team of Systems Integrators who deliver complex Entrust solutions within customer environments. The Senior Manager, Solutions Delivery is accountable for leading, coaching, and developing technical integration professionals while ensuring delivery quality, customer satisfaction, operational discipline, and continuous improvement. The position requires strong people leadership combined with enough technical depth to understand integration work, anticipate delivery risks, guide technical escalation, and advocate effectively for the team. The ideal candidate has prior hands-on experience in systems integration, software implementation, development, technical consulting, solution delivery, or support engineering, and can translate complex technical realities into clear business and customer-facing communication. This role reports to the Director, Professional Services and operates as a key bridge between Systems Integrators, Project Managers, Sales, Support, Engineering, Product, customers, and PS leadership. Success requires proactive risk management, structured problem solving, customer maturity, financial awareness, and the ability to build a motivated, capable, and continuously improving technical delivery team. Responsibilities: Team Leadership & People Development • Lead, coach, motivate, and develop a team of Systems Integrators responsible for implementation, configuration, validation, troubleshooting, and technical delivery of Entrust solutions. • Create career paths and development plans that help integrators grow into more advanced technical, customer-facing, and leadership-capable contributors. • Identify team skill gaps and proactively build training, mentoring, enablement, documentation, and knowledge-sharing plans. • Manage performance feedback, workload balance, billable utilization, vacation requests, onboarding, offboarding, and other day-to-day people-management responsibilities. • Foster a culture of accountability, technical excellence, collaboration, professionalism, customer focus, and continuous improvement. • Translate leadership direction into clear team priorities, expectations, and follow-through. Technical Delivery Oversight • Oversee technical execution across multiple customer projects, ensuring integration work is delivered with quality, security, performance, and operational reliability. • Provide technical guidance for complex delivery topics involving infrastructure, networking, servers, operating systems, databases, security, hardware, availability, scalability, and customer-specific deployment constraints. • Support Systems Integrators with advanced troubleshooting, technical decision-making, deployment readiness, validation, and escalation management. • Ensure integration activities are appropriately planned, documented, tested, validated, and transitioned to support or operations teams. • Promote standardized deployment practices, technical documentation, reusable knowledge assets, automation, and modern delivery approaches. • Encourage effective use of scripting, AI productivity tools, and automation to improve repeatability, reduce defects, and increase delivery efficiency. Risk Management, Issue Resolution & Continuous Improvement • Proactively identify technical, staffing, project, customer, scope, and delivery risks before they impact cost, schedule, quality, or customer confidence. • Organize key issues into practical categories, assess severity and recurrence, rank priorities, and drive structured mitigation or corrective-action plans. • Lead root-cause analysis for recurring delivery problems, defects, escalations, inefficiencies, and process breakdowns. • Convert lessons learned into improved templates, documentation, training, handoff practices, preventive controls, or process changes. • Challenge outdated tools and processes when they no longer support efficient, high-quality delivery. • Ensure the team avoids repeating the same problems by addressing systemic causes rather than only resolving symptoms. Customer & Stakeholder Management • Serve as a customer-facing escalation point for technical delivery concerns, scope tension, project friction, and high-pressure implementation situations. • Communicate clearly with technical teams, non-technical stakeholders, customers, executives, and internal leadership by simplifying complex topics into practical language. • Manage customer expectations professionally when requests exceed scope, conflict with delivery constraints, or require trade-offs across cost, schedule, quality, or risk. • Maintain a positive customer experience by ensuring customers feel heard, respected, valued, and supported while protecting delivery boundaries. • Follow up on commitments made to customers and internal stakeholders to build credibility, trust, and accountability. • Advocate for the Systems Integration team and constructively challenge other departments when dependencies, unclear ownership, resourcing constraints, or competing priorities affect delivery performance. • Partner cross-functionally with Project Management, Sales, Support, Engineering, Product, and PS leadership to resolve issues and maintain project momentum. Operational & Financial Management • Monitor team utilization, billable hours, delivery effort, resource allocation, and project efficiency to support profitable and predictable Professional Services delivery. • Understand where delivery costs are incurred and identify practical ways to improve financial efficiency without compromising quality or customer outcomes. • Support resource planning based on backlog, pipeline, customer demand, project complexity, team capacity, and required technical skills. • Partner with Project Managers and PS leadership to review effort burn, technical dependencies, project estimates, delivery risks, and customer commitments. • Provide regular updates to the Director on team performance, capacity, escalations, operational risks, utilization, and improvement initiatives. • Use operational data, issue categories, and trend analysis to prioritize improvements and make informed management decisions. Basic Qualifications: • Bachelor's degree in Computer Science, Engineering, Management Information Systems, or equivalent practical experience. • Minimum of 8 years of experience in systems integration, software implementation, technical services, solution delivery, software development, support engineering, or a related technical field. • Minimum of 3 years of experience leading, mentoring, coordinating, or managing technical professionals in a customer-facing delivery environment. • Strong technical understanding of system integration concepts, infrastructure, enterprise applications, networking, servers, operating systems, databases, security, validation, documentation, and support handoff. • Experience working with demanding customers in finance, government, identity, payments, secure credential issuance, or similarly regulated environments. • Demonstrated ability to lead people through ambiguity, customer pressure, technical escalation, competing priorities, and emotionally complex management situations. • Strong communication, presentation, relationship-building, negotiation, and stakeholder-management skills. • Ability to understand technical work deeply enough to guide, challenge, support, and advocate for Systems Integrators. • Demonstrated ability to identify risks, perform root-cause analysis, prioritize issues, and drive structured corrective actions. • Understanding of utilization, billable hours, delivery cost, project efficiency, and the financial impact of Professional Services execution. • Strong organizational skills, ownership mindset, follow-through, and ability to convert strategic direction into clear team execution. • Ability and willingness to travel as required based on customer and project needs. • Demonstrated experience leading, growing technical teams, creating career paths, motivating, grooming new and experienced talent. Preferred Qualifications: • Prior hands-on experience as a Systems Integrator, Software Engineer, Technical Consultant, Implementation Engineer, Solution Architect, Senior Support Engineer, or similar technical delivery role. • Experience with card personalization systems, EMV, smart card technologies, PKI, key management, HSMs, identity management, biometrics, information security, or secure issuance solutions. • Familiarity with Entrust solutions such as DPP, Adaptive Issuance, Identity Enterprise, IDaaS, CA, Secura, or related platforms. • Experience with Windows/Linux servers, Active Directory, DNS, IIS, networking, databases, cloud platforms, containerization, or enterprise deployment tools. • Experience with scripting or automation using tools such as PowerShell, Python, JavaScript, SQL, or similar technologies. • Experience using collaboration and delivery tools such as Jira, Confluence, Git, Bitbucket, JFrog, Microsoft Teams, SharePoint, and Microsoft Copilot. • Experience building technical communities of practice, mentoring programs, reusable knowledge repositories, training plans, or technical enablement initiatives. • Experience managing customer escalations, scope discussions, delivery-risk conversations, cross-functional conflicts, or executive-level customer communications. • PMP, Security+, cloud, cybersecurity, ITIL, or related technical/project certifications are considered an asset. • Spanish language capability is considered an asset for supporting customers and teams across the Americas. Compensation Range: The anticipated starting base pay for this position is: $166,419-$244,081 per year (in the primary posting location). Actual compensation will be determined based on geographic location, education, skills and experience. This position is also eligible for the company's discretionary annual incentive plan. In addition to your pay, Entrust offers eligible colleagues and their dependents comprehensive health and well-being programs which include medical, vision, dental, a generous 401(k) matching contribution, life and disability insurance, mental health coaching, virtual fitness programs, paid personal time off plus 12 paid holidays, parental leave and education reimbursement. Please speak with the recruiter for more details. Note: Benefit and Compensation programs are subject to eligibility requirements and other terms of the applicable plan or program. Entrust has the right to end, suspend or amend any of its plans at any time in whole or in part. Recruiter: Steve Donahue [email protected]