Sr. Director, Technology Services

American Heart Association•Dallas, TX

7d•Onsite

About The Position

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.

Requirements

Bachelor’s Degree or equivalent experience
5 years minimum prior relevant experience and at least 5 years of supervisory experience
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
Team Building
Technical Support
Expereince with ServiceNow
International Team Support

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.