Sr. Director, Technology Services

Overview

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.

 

The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally.

 

#TheAHALife is more than a company culture; it is our way of life. It embodies our commitment to work-life harmonization and is guided by our core values where our employees can thrive both personally and professionally. Discover why you will Be Seen. Be Heard. Be Valued at the American Heart Association by following us on LinkedIn, Instagram, Facebook, X, and at heart.jobs.

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
• Performs other duties as required or assigned, which are reasonably within the scope and responsibility of the job level and family.

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, Expereince with ServiceNow, International Team Support

Compensation & Benefits

The American Heart Association invests in its people. Here are the main components of our total rewards package.  Visit Rewards & Benefits to see more details.

 

• Compensation – Our goal is to ensure you have a competitive base salary.  That’s why we regularly review the market value of jobs and make adjustments, as needed.
• Performance and Recognition – You are rewarded for achieving success through annual salary planning and incentive programs; based on the type of position 
• Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution.  As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program.  Heart U is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
• Work-Life Harmonization – The Association offers Paid Time Off (PTO) at a minimum of 16 days per year for new employees.  The number of days will increase based on seniority level.  You will also have a total of 12 paid holidays off each year, which includes several days off at the end of the year.
• Tuition Assistance - We support the career development of all employees.  This program provides financial assistance to employees who wish to further their education and career in relation to their current duties and responsibilities, or for potential future positions in the organization.

 

The American Heart Association’s 2028 Goal: Building on over 100 years of trusted leadership in cardiovascular and brain health, by 2028 the Association will drive breakthroughs and implement proven solutions in science, policy, and care for healthier people and communities. The greatest discoveries in health must reach everyone where they are.

At American Heart Association | American Stroke Association, our mission is to be a relentless force for a world of longer, healthier lives, regardless of race, ethnicity, gender, gender identity, religion, age, language, sexual orientation, national origin and physical or cognitive abilities.This position not a match with your skills?  Click here to see other opportunities.

In accordance with local and state laws where applicable, qualified applicants with arrest or conviction records will be considered for employment.

 

EOE/Protected Veterans/Persons with Disabilities

 

 

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