Responsibilities

Reporting to the Director of Development Data & Systems, the Development Systems Support, Business Intelligence and Analysis will play a pivotal leadership role in one of the Development Department’s most significant technology and operational transformation initiatives. This leader will help design and lead the transition to a future-state support model that enables long-term operational excellence across user support, knowledge management, training, business intelligence, reporting and business analysis.
Working closely with Development leadership and cross-functional partners, the Deputy Director will assess current operations, develop recommendations for the future-state support model, and guide the Support, Knowledge and Training (SKT) and Business Intelligence (BIA) teams through organizational transition and system stabilization. This role offers a unique opportunity to shape how the organization supports and leverages one of its most critical enterprise systems in support of the ACLU’s mission.
This role is ideally suited for a strategic, collaborative, and forward-thinking leader who thrives in transformation environments, enjoys building sustainable operating models, and is energized by developing teams, improving organizational effectiveness, and leaving lasting impact.
Conduct a comprehensive discovery of cross-functional support teams to assess current-state operations, identify strengths, pain points, and future needs. Interview teams, partners, and stakeholders to understand their perspectives, review service level agreements and prior BBCRM design sessions, and develop recommendations for an optimized future-state support model.
Work with Development leadership and cross-functional stakeholders to update the service level agreement as needed. Perform a gap analysis on current operations, and build improvement projects into the transition plan or post-migration roadmap.
Support team leadership in developing clearly defined team scopes, roles and necessary skillsets, responsibilities, and cross-functional decision-making frameworks that will result in meeting or exceeding SLAs with the new system as efficiently as possible.
Partner with Director on developing a plan for transitioning team to new structure, ensuring timely steps are planned in alignment with budget timelines and procurement processes so that resources are in place when needed in alignment with the Launch Plan, the Change Management Plan, and any related continencies.
Participate in ongoing design sessions for new system, advising where needed on optimal configuration based on discovery.
Lead organizational readiness for transition by preparing the SKT and BIA teams through training, capability development, resource planning, success metrics, risk mitigation, and change management activities. Guide the teams and partner groups through migration and stabilization while monitoring progress, resolving issues, coaching leaders, and ensuring operational continuity.
Prepare the SKT and BIA teams for transition including ensuring adequate training and skill development has been completed, ensuring resources are procured and prepared, and setting success metrics, identifying risks, and developing contingency plans. Lead the teams and support partner teams through the migration, monitoring progress, escalating issues, coaching and managing performance.
Oversee the SKT and BIA teams, fostering collaboration within teams and partnership with other DDSRO teams. Develop both current-state and migration goals, manage capacity and performance, mentor leadership, and ensure efficiency.
Assist in the development and management of the DDSRO roadmap, resourcing, and capacity planning for the SKT and BIA teams, ensuring teams manage their projects according to the DDSRO roadmap standard.

Deputy Director, Support Transition at Aclu · LumiJobs

Deputy Director, Support Transition

Responsibilities

Benefits

Company

Aclu

More roles at Aclu