Together, we create life-changing wishes for children with critical illnesses. This is our mission at Make-A-Wish America. The ETS Program/Relationship Manager is a key contributor to the mission by overseeing the Enterprise Technology Services program for Make-A-Wish® America. This program represents the set of policies, processes, and services under which all chapters and the National Office operate to fulfill technology needs. The ETS manager will work closely with the Infrastructure, Operations, and Information Security teams to facilitate delivery of ETS related services to chapters, conduct business reviews with chapters to inform them of the state of their technology platform, collaborate with IT leadership to develop policy materials that govern technology practices, and serve as a central point of chapter engagement for technology related concerns.
Areas of Responsibility:
- Chapter Platform Management – understands what technologies have been implemented at each chapter and engages chapter technical staff regularly to understand any issues, challenges, improvements, or escalations that require attention.
- IT Governance – supports the development of policy and process materials to govern end user engagement with technology and to define the services made available via the ETS program.
- Process Improvement – identifies opportunities to optimize processes and engages with stakeholders across the enterprise to assess gaps and identify solutions.
- Problem Solving – uses critical thinking to evaluate business requirements, formulate strategies for schedule management/risk mitigation, and make recommendations on structures to capture, report, and act on technology engagements with chapters.
- Change Management Leadership – takes a position of leadership on ETS program oversight, service, and processes by engaging with chapters to socialize changes, present impact, and collaborate to form plans that allow change to occur effectively at a local level.
- Reporting and Business Reviews – generates reports and conducts business reviews with chapters to ensure that they are continually updates on the value that ETS provides to their security and technology stability posture. Facilitates report outs to chapters via webinar and other communication channels to keep chapters up to date on ETS projects and engagements.
- Chapter Advocate –Provide feedback and find ways to improve the Chapter experience by providing feedback and finding ways to improve their experience.
Skills/Experience:
- Customer Success / Account Management – experience in managing an account portfolio and has familiarity with customer service best practices.
- Detailed Coordination and Organization – can manage multiple accounts/projects at once,
- keeping all responsible parties on task and on schedule.
- Information Technology – experience with information technology is preferred, especially as it relates to information security, infrastructure, and IT operations.
- Process Improvement Mindset – ability to recognize opportunities to increase efficiency and effectiveness of governance processes to ensure that the organization gets the most value out of the program.
- Leadership Acumen – ability to successfully lead teams on all sides to accomplish a common set of program objectives, and an ability to think creatively about ongoing opportunities to develop the program.
- Bridge Operational Teams with Business Teams – ability to facilitate engagements that encourage collaboration and transparent, consistent communication between operational teams and their many constituents.
- Strategic Mindset – having a big picture view of opportunities, with the ability to define tactical implementation plans.
- Collaboration – understands organizational dynamics, navigates expertly and can achieve success in a consensus-driven, team-oriented environment.
Qualifications:
- Business, Information Systems, or similar Undergraduate degree required.
- 5+ years professional experience in demonstrated account management/customer service organizations, preferably with technology teams.
- Change management experience desired.
- Experience with non-profit and/or federated organizations desired.
- Experience with IT governance concepts and/or program development desired.
- Strong computer skills required, primarily in Microsoft Office applications, including Visio, but also desired in Smartsheet and Salesforce.
Compensation/Benefits:
- Competitive compensation with annual incentive potential
- Comprehensive benefit package: Medical, Vision, Dental, Wellness *100% employer paid for employee*
- Health and Flexible Spending Account Options
- Short Term Disability, Long Term Disability and Life Insurance *100% employer paid for employee*
- 401(k) Retirement Savings Plan
- 15 PTO days, 10 Sick Days, 10 Paid Holidays, and 2 Personal Days
- Maternity Leave
- Educational Tuition Assistance
- Employee Awards and Recognition Programs
- Individual and Leadership Development
- Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets
Job Function:
Organization Info
Listing Stats
Post Date:
Sep 25 2019
Active Until:
Oct 25 2019
Hiring Organization:
Make-A-Wish America
industry:
Nonprofit