Sr. Director, Technology Services

About the role

Since our founding in 1924, we've cut cardiovascular disease deaths in half, but there is still so much more to do. To overcome today’s biggest health challenges and accelerate this progress, we need passionate individuals like you. Join our movement, be part of the progress, and help ensure a healthier future for all. You matter, and so does the impact you can make with us.

The American Heart Association has an excellent opportunity for a Sr. Director, Technology Services. Sr. Director, Technology Services leads a unified team that integrates all Regional Technology Coordinators with the National Center, including the Digital Multimedia team, Training Department, and Asset Management team. This strategic role is responsible for delivering high-quality IT services, driving innovation, and optimizing technology operations across the organization.

Responsibilities

• Provides visionary leadership and strategic direction for the Technology Services team.
• Fosters a culture of collaboration, innovation, and continuous improvement.
• Serves as an escalation point for complex technology issues and service disruptions.
• Supports operations, ensuring consistent delivery of end-user technology services across all offices and remote locations.
• Establishes service standards, manages escalations, coordinates management and support resources, and drives continuous improvement in the employee technology experience.
• Partners with Infrastructure, Service Desk, and business teams to support office openings, closures, technology refreshes, executive support, and major organizational initiatives.
• Coaches and mentors team members to build technical and leadership capabilities.
• Oversees day-to-day operations to ensure service delivery meets defined SLAs.
• Develops, documents, and enforces operational standards, processes, and procedures.
• Monitors and reports on operational metrics to drive performance and accountability.
• Ensures compliance with industry standards and internal policies.
• Oversees and manages the full lifecycle of IT assets (Hardware and Software), including procurement, deployment, maintenance, and disposal.
• Collaborates with individuals responsible for Asset Management to maintain accurate inventory and optimize asset utilization.
• Ensures cost-effective and sustainable asset strategies.
• Develops and manages the Technology Services budget, ensuring alignment with strategic goals.
• Optimizes resource allocation across teams and projects.
• Identifies cost-saving opportunities and manages vendor relationships.
• Provides leadership and oversight of the ServiceNow platform, including IT Service Management (ITSM), Hardware Asset Management (HAM), Software Asset Management (SAM), and the Configuration Management Database (CMDB).
• Drives continuous improvement in service delivery, workflow automation, and operational efficiency while partnering with business and technology teams to streamline processes, enhance the user experience, and maximize the value of the platform across the organization

Qualifications

• Bachelor’s Degree or equivalent experience
• 5 years minimum prior relevant experience and at least 5 years of supervisory experience
• Required Skills: Budgeting, Coaching Others, Computer Troubleshooting, Coordination, Customer Escalation Management, Customer Service Management, Effective Communication, Help Desk, Information Technology Infrastructure Library (ITIL), IT Asset Management, IT Operations, IT Security IT Service Management (ITSM), Judgment and Decision Making, Leadership, Network Support, Performance Management, Process Management, Resource Management, Service Delivery, Team Management, and Team Building, Technical Support, Experience with ServiceNow, International Team Support

Benefits

The American Heart Association invests in its people. Our total rewards package includes:

• Competitive base salary
• Annual salary planning and incentive programs
• Benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program
• Employee assistance program, employee wellness program and telemedicine, and medical consultation
• Professional development opportunities, including Heart U, our national online university
• Work-Life Harmonization, including Paid Time Off (PTO) and paid holidays
• Tuition Assistance