Jobs and Careers

Senior Manager, Technical Services

United Statesfull_timeVerifiedPosted 15 May 2025

💰 $205,000/yr($201,000/yr – $205,000/yr)

About the role

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events. While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun. We are seeking a Sr. Manager, Technical Services to join our team for this hybrid role out of our Waltham, MA office. Job SummaryThe Sr. Manager of the Privileged Access Security will be tasked with managing all aspects of the Professional Services delivered for Imprivata’s PAS customer base. This role will manage the team in following sound architectural practices, industry standards and best practices, and ensure proper knowledge of recent product features and functionality. The Sr. Manager will supervise a team of technical resources and provide guidance for critical design-related discussions as it relates to the PAS implementations. They will closely work the PMO and Technical teams to creatively and proactively solve our customers’ technical challenges. This role will work with Engineering and Product teams to ensure proper customer response and continuous product improvements. In addition, there will be responsibility for the day-to-day operational elements of the PAS Tech Services team such as hiring, training and onboarding, KPIs, and project and team financials.

Duties and Responsibilities:

Work with Professional Services leadership to drive change and efficiencies within the Tech Services and Professional services departments.
Communicate effectively with all project contributors on any critical design related challenges that may impact project timeline.
Work with Imprivata PMO and Tech leads on all IBA related tasks and deliverables
Manage all PAS tech services resources and Consultant resources. Including hiring, training, mentoring, performance management, documentation, resource capacity, assignments, process improvements.
Partner with the Product Management team to relay customer feedback on product and functionality for product enhancements and improvements.
Sign off on all solution architecture and design documents to Implementation Engineer prior to configuration phase of project.
Act in a consultative role during the implementation for all customer-related questions or escalations and manage any project scope changes or additions with help from Project Manager.
Participate in special projects assigned by Leadership/Management.
Assist in any C-Level communications related to the resolution of complex issues and customer escalations.
Other duties as assigned and required.

Qualifications:

Bachelor’s degree in Technical or Business discipline. Advance degree preferred in similar discipline.
7+ years of management experience working in a Software or Technology Company in an analyst or consultative role.
7+ years of Healthcare Industry experience with advanced knowledge of EHR Systems, Hospital Workflow & Identity Management
Experience managing high performing teams and expertise navigating complex business workflows.
Advanced knowledge of using software to build complex business logic and workflows
Outstanding data-analytical, problem-solving, organization and multitasking skills
Excellent customer service skills including active-listening, composure, and empathy.
Clear and concise communication skills, both written and verbal
Ability to adjust to changing priorities
Advanced Business Analyst experience and skill set
Advanced Knowledge of documentation tools such as Visio and Word
Knowledge of Networking/Infrastructures
Advanced knowledge of extract, transfer, load (ETL) processes and common data source formats
Advanced knowledge of CRM & Project Management tools such as Salesforce and Professional Services Automation (PSA) with an ability to create Dashboards and Reports