Senior Manager Solutions Delivery

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:
Bachelors 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: $166419-$244081 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 companys discretionary annual incentive 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.

For US roles or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation contact .

Recruiter:

Steve Donahue