Accela

Lead product operations and technical support initiatives to improve workflows, data accuracy, and cross-functional collaboration. | 8+ years in operations leadership with technical proficiency in SaaS environments, experience in product operations, technical support, and cross-team collaboration. | ABOUT THE ROLE Accela provides cutting-edge technology that empowers government agencies to better serve their communities. At the core of our solutions is the Civic Cloud Platform, enabling a robust ecosystem of development and business partners to deliver innovative public sector services. Site Reliability Engineering (SRE) at Accela blends software engineering with cloud operations to ensure platform reliability, scalability, security, and performance. As Senior Manager, SRE, you will lead a high-performing team responsible for protecting and advancing the availability and resilience of Accela’s Civic Platform Services. This role also oversees our Customer Reliability Engineering (CRE) function — a customer-facing SRE discipline focused on successful implementations, complex migrations, and technically challenging integrations. You will partner closely with Engineering, Security, Product, and Customer Success to ensure operational excellence at scale. As part of the Cloud Engineering and Operations leadership team, you will actively shape our Production Development Lifecycle (PDLC), mature our incident and change management practices, and drive strategic improvements across our Azure-based SaaS infrastructure. SPECIFIC RESPONSIBILITIES: Team Leadership & Development Hire, develop, and retain a high-performing team of SREs and CREs Establish clear performance expectations, career paths, and technical standards Foster a culture of ownership, accountability, and continuous improvement Serve as a mentor to senior engineers and emerging leaders Operational Excellence Own reliability outcomes across availability, performance, security, and compliance Serve as executive escalation point for high-severity production incidents Lead incident response strategy, root cause analysis (RCA), and corrective action planning Mature Incident, Problem, and Change Management processes Technical Strategy & Execution Drive automation initiatives in partnership with DevOps, Security, and Database Engineering Oversee infrastructure scalability and resiliency across Microsoft Azure Champion Infrastructure as Code (Terraform) and configuration management (Ansible) standards Improve observability through robust dashboards, metrics, logging, and monitoring practices Cross-Functional & Executive Engagement Partner with Product and Engineering to integrate reliability early in the PDLC Engage executive leadership with operational metrics, risk posture, and strategic roadmaps Manage vendor and partner relationships supporting SaaS production environments Align reliability strategy with business growth and public sector compliance requirements REQUIRED QUALIFICATIONS 10–12+ years of experience in software engineering and/or production systems engineering within a SaaS environment 3–5+ years of people leadership experience managing technical teams Proven track record of building, scaling, and retaining high-performing engineering teams Strong executive communication skills with experience presenting operational metrics and strategy Deep expertise in distributed systems, system design, and troubleshooting complex production environments Experience operating in Microsoft Azure environments Experience in Linux environments and software version control systems Strong scripting capability (Bash, Python, Ruby, or Go) Mastery of production monitoring, logging, and observability tools Demonstrated ability to lead full-stack incident response and root cause analysis Travel Requirements Approximately 10% travel for team offsites, cross-functional planning sessions, executive meetings, and customer or incident-related engagements as needed. DESIRED QUALIFICATIONS Experience operating containerized platforms (AKS, ECS, or similar) at scale Azure CLI/API expertise Infrastructure as Code experience (Terraform preferred) Configuration management experience (Ansible preferred) PowerShell experience 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 $180,000 - $200,000. 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 #LI-Remote

Lead regional delivery portfolio including forecasting, staffing, execution, financial performance, customer satisfaction, and team development. | 15+ years in professional services delivery with 5+ years managing regional/national portfolios, government sector experience, financial acumen, executive presence, and PMP certification preferred. | ABOUT THE ROLE As Senior Regional Delivery Portfolio Director, you will lead a geographic portfolio of government customers and serve as the executive accountable for the successful delivery of professional services engagements across your region. You will oversee a multidisciplinary team of delivery professionals, drive revenue growth and margin improvement, and partner cross-functionally to ensure our customers achieve transformational outcomes with Accela's Civic Platform and solutions. SPECIFIC RESPONSIBILITIES Portfolio Leadership • Own the full lifecycle of services delivery across your region, including forecasting, staffing, execution, financial performance, and customer satisfaction. • Deliver against key metrics: revenue, margin, utilization, delivery quality, and customer retention. • Manage a dynamic book of business across city, county, and state agencies with varying scopes and complexity. Team Leadership & Talent Development • Hire, coach, and develop a high-performing regional team of project managers, solution consultants, and technical staff. • Foster a culture of accountability, continuous improvement, and professional growth. • Support succession planning and capability building aligned to strategic business needs. Customer Engagement & Executive Oversight • Serve as the senior Accela delivery leader for your region, providing executive oversight to strategic accounts and projects. • Build and maintain trusted relationships with government executives to ensure alignment on goals, delivery approach, and risk mitigation. • Proactively intervene in escalated situations to protect customer success and business outcomes. Cross-Functional Collaboration & Strategic Alignment • Partner closely with Sales, Product, Engineering, and Customer Support to ensure a seamless customer experience from pre-sales through go-live. • Contribute delivery insights to strategic pursuits, helping shape proposals, estimates, and implementation plans. • Drive services expansion within existing accounts through consultative identification of new opportunities. Operational & Financial Management • Maintain visibility into project health and resource capacity across the portfolio; proactively make trade-offs to support delivery and business goals. • Ensure accurate forecasting and reporting of services revenue, staffing, and performance metrics. • Optimize team deployment to meet demand while managing margin and backlog conversion. REQUIRED QUALIFICATIONS • 15+ years of experience in professional services delivery, including 5+ years in a leadership role managing regional or national portfolios. • Demonstrated success overseeing large-scale enterprise software implementations in the public sector. • Proven experience managing cross-functional teams and driving measurable business outcomes. • Strong financial and operational acumen with experience owning a P&L or services revenue/margin targets. • Deep understanding of state and local government needs, procurement processes, and stakeholder dynamics. • Exceptional executive presence and communication skills; able to influence at all levels. • Comfortable navigating ambiguity and leading through complexity. • PMP or similar certification preferred. • Travel: Up to 50% travel required. DESIRED QUALIFICATIONS • Experience with government permitting and licensing domain. 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 $180,000-$190,000 (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. #LI-MS1