IT Program Manager, Affiliate Technology Services

ABOUT THE JOB

The ACLU seeks a full-time position of IT Program Manager, Affiliate Technology Services in the Information Technology (IT) Department of the ACLU’s National office New York, NY. This is a hybrid role that has in-office requirements of two (2) days per week or eight (8) days per month. This position may be approved for remote work from a different U.S. location

The Information Technology (IT) department provides technology-based services and support for a more than 550-person National staff at our New York, Washington D.C., San Francisco, the Dakotas, Puerto Rico and Durham offices, including staff based in remote locations. ACLU IT support staff ensures business critical services are available to all staff.

This position is part of a collective bargaining unit. It is represented by ACLU Staff United (ASU).

Please note: Finalist candidates will be asked to submit a Digital Services pitch deck as part of the selection process. We’re sharing this upfront for full transparency and to ensure we can fairly evaluate each candidate’s entrepreneurial mindset and business acumen.

WHAT YOU'LL DO 

Reporting to the Chief Information Officer (CIO), the successful candidate for this position will be highly effective, mission-driven, and organized. They will head the Affiliate Technology Services program responsible for establishing effectiveness measures, key performance indicators (KPIs), end-to-end technical service delivery, full lifecycle service portfolio management, and account management duties working seamlessly with internal staff in a cross-functional manner.

YOUR DAY TO DAY

 

Program Leadership & Communication

• Working under the CIO, lead regular program updates with Affiliates, internal staff, leadership, and external entities (e.g. vendors, managed services providers), as needed.
• Responsible for program business alignment across all phases: contracts, design, marketing, communication, implementation, operations, fiscal management, support, change management, and continuous improvement.

Performance & Service Delivery

• Define and track KPIs to assess program effectiveness across Network Operations, Service Desk, Information Security.
• Continuously improving on communication, issue resolution, customer satisfaction, capacity and demand management, and similar measurable quality outcomes.

Account Management

• Represent the voice of the customers by ensuring the program delivers competitive value for technical services ACLU National provides to technology-consolidated Affiliates through business reviews, annual agreements with affiliates, and vendor negotiations.
• Manage monthly reconciliation and affiliate billing processes.

Strategic Partnership

• Act as a strategic liaison across internal teams including technology, security, privacy, finance, and operations to ensure program success.

Technical Implementation

• Devise and continuously update the end-to-end technical consolidation playbook and implementation schedules including onboarding affiliate offices and staff, coordinating planning, discovery, technical design, change management, implementation, and support.

Documentation Management

• Maintain accurate records of affiliate accounts, technical design, asset management (hardware and software), issue / problem and change logs, and ongoing support processes.

 

FUTURE ACLU'ERS WILL 

• Be committed to advancing the mission of the ACLU
• Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives
• Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts

WHAT YOU'LL BRING

 

• Demonstrated outstanding business acumen through hands-on entrepreneurial pursuits in delivering technical and digital services including brand identity, product and/or service development, technical implementation, relationship and account management, sales, operations, and financial management.
• Proven track record of successful delivery of digital and support services in a complex technical environment working with cross-functional internal staff, customer leadership and operations personnel, vendors, and other technical entities.
• Knowledge of and familiarity with digital tools such as Microsoft and Adobe products, online productivity and coll