Implementation Services Manager

1 week ago

Boston, MA, United States TechFlow Full time
Folio Implementation Services Manager

TechFlow is seeking an experienced Folio Implementation Services Manager to lead a high-impact initiative supporting a key federal government customer. This program delivers agile software development and implementation services to operate, modernize, and enhance two mission-critical systems that drive transparency and informed decision-making across the federal enterprise. As the Implementation Services Manager, you will guide the team responsible for providing Help Desk, training, and customization support to federal agenciesensuring policy requirements and OMB A-11 capital planning processes are effectively translated into tailored technical solutions. If you're passionate about leading people, improving customer experiences, and advancing innovation in government technology, we invite you to bring your expertise to TechFlow's dynamic team.

The Implementation Services Manager leads the team delivering Help Desk, training, and customization support to member agencies. With strong project management skills and a deep understanding of OMB A-11 and capital planning processes, this role ensures policy requirements translate effectively into technical services tailored to diverse federal agency needs.

*This is a remote position but will require support on site at client location Washington DC on occasion.

Key Responsibilities

  • Lead and manage the Implementation Services team delivering Help Desk, training, and customization support to federal agencies using the Folio platform.
  • Oversee day-to-day service delivery operations, ensuring responsiveness, quality, and compliance with program objectives and federal standards.
  • Translate OMB A-11 capital planning and IT portfolio management policies into actionable system configurations and user support processes.
  • Coordinate with the Customer, system owners, and technical teams to ensure seamless integration of functional requirements, enhancements, and user feedback.
  • Develop and maintain training materials, user guides, and onboarding content to support adoption and effective system use across agencies.
  • Monitor Help Desk metrics, service-level agreements (SLAs), and customer satisfaction to drive continuous improvement and operational excellence.
  • Manage issue resolution and escalation processes, ensuring timely and accurate responses to agency inquiries and system support requests.
  • Support change management and communication strategies to facilitate user adoption of new features and releases.
  • Contribute to planning and execution of Agile sprints, working closely with software development and product management teams to align implementation services with system enhancements.
  • Prepare status reports, dashboards, and performance summaries for internal leadership and the Customer to track service performance and program outcomes.

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