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 collaboration platforms (Teams, SharePoint, OneDrive)
• Effective communication skills, verbal and writing, including ability to compose, edit, and proof correspondences, documents, status reports, and presentations that appropriately tailor to a diverse audience, including cross-functional project teams, stakeholders, management, and senior leadership.
• Ability to set and abide by deadlines and commitments, navigating competing priorities.
• Ability to represent the organization and work with ACLU staff and other colleagues in a professional, human-centered manner, maintaining tact, diplomacy, and confidentiality.
• Ability to work independently as well as part of a team and foster a team-focused environment that encourages collaboration and peer support.
• Experience in a large, complex nonprofit organization is preferred

COMPENSATION

WHY THE ACLU

For over 100 years, the ACLU has worked to defend and preserve the individual rights and liberties guaranteed by the Constitution and laws of the United States. Whether it’s ending mass incarceration, achieving full equality for the LGBTQ+ community, establishing new privacy protections for our digital age, or preserving the right to vote or the right to have an abortion, the ACLU takes up the toughest civil liberties cases and issues to defend all people.

We know that great people make a great organization. We value our people and know that what we offer is essential not just their work, but to their overall well-being. 

At the ACLU, we offer a broad range of benefits, which include:

• Time away to focus on the things that matter with a generous paid time-off policy
• Focus on your well-being with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment)
• Plan for your retirement with 401k plan and employer match
• We support employee growth and development through annual professional development funds, internal professional development programs and workshops

OUR COMMITMENT TO ACCESSIBILITY, EQUITY, DIVERSITY & INCLUSION

Accessibility, equity, diversity and inclusion are core values of the ACLU and central to our work to advance liberty, equality, and justice for all. For us diversity, equity, accessibility, and inclusion are not just check-the-box activities, but a chance for us to make long-term meaningful change.  We are a community committed to learning and growth, humility and grace, transparency and accountability. We believe in a collective responsibility to create a culture of belonging for all people within our organization – one that respects and embraces difference; treats everyone equitably; and empowers our colleagues to do the best work possible. We are as committed to anti-oppression, anti-ableism, and anti-racism internally as we are externally. Because whether we’re in the courts or in the office, we believe ‘We the People’ means all of us.

With this commitment in mind, we strongly encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law.    

The ACLU is committed to providing reasonable accommodation to individuals with disabilities. If you are a qualified individual with a disability and need assistance applying online, please email [email protected]. If you are selected for an interview, you will receive additional information regarding how to request an accommodation for the interview process.

The Department of Education has determined that employment in this position at the ACLU does not qualify for the Public Service Loan Forgiveness Program.