SVP, Technology Operations & Performance

NeighborWorks America • Washington, DC

1d • $163,000 - $173,000 • Hybrid

About The Position

The Senior Vice President, Technology Operations & Performance serves as the senior operational leader for the IT&S division, ensuring high-performing, secure, reliable, and customer-centered technology services that support organizational needs, strategic priorities, and the broader Strategic Plan. The SVP contributes as a thought partner to the Chief Information Officer (CIO), who owns enterprise technology strategy, and holds primary responsibility for translating that strategy into effective execution through disciplined operational management, process maturity, and strong people leadership. The SVP is a highly collaborative, client-focused executive who engages closely with SVP colleagues and business units to translate complex technology concepts into clear, actionable, and approachable insights that strengthen alignment and foster trust across the organization.

The SVP oversees infrastructure engineering, application development, service management, cybersecurity operations, and customer experience, ensuring daily operations run effectively and that continuous improvements are introduced to elevate service quality. The role also contributes to cloud modernization, zero-trust adoption, and organizational maturity using frameworks such as NIST CSF 2.0 and the CIS Critical Security Controls, bringing forward innovations and operational insights that support long-term strategic goals. As a broad-based operational generalist with strong grounding in cybersecurity, the SVP leads key vendor and affiliate partnerships, drives organizational alignment around technology priorities, and champions process improvement to strengthen technology resilience, performance, and organizational outcomes.

Requirements

• College-level degree in Information Technology, Computer Science, IT Engineering, or a related field, and/or equivalent relevant work experience.
• At least 15 years of IT management experience, including at least 7 years in senior management roles overseeing enterprise technology strategy and operations.
• Proven ability to build and mature a security program using internal staff and outsourced expertise
• Deep experience managing cloud infrastructure, enterprise applications, and ITSM platforms
• Track record of engaging non-technical stakeholders to align technology with business needs and prevent unauthorized solutions
• Experience supporting affiliate or federated organizational models in mission-driven environments
• Expertise in IT service management, operational analytics, and performance reporting
• Strong vendor management, contract negotiation, and augmentation oversight
• Exceptional communication, influence, and service-oriented leadership
• Ability to think strategically and execute plans effectively
• Strong leadership and collaboration skills; thrives in dynamic, fast-paced environments
• Excellent written and verbal communication; strong interpersonal abilities
• Sensitivity to racial, gender, sexual orientation and cultural differences
• Effective, respectful, and timely communications with internal and external stakeholders
• Listening effectively, seeks and accepts feedback
• Analytic, thoughtful and strategic thinking
• Considering the mission, objectives, and goals of NeighborWorks and demonstrating an understanding of her/his/their decisions and behavior on the organization

Nice To Haves

• Professional certifications such as CISSP, CISM, CRISC, CISA, AWS/Azure Solutions Architect Professional, TOGAF, or ITIL 4 Strategic Leader are valued and will be considered.

Responsibilities

• In close collaboration with the CIO, lead the development and enforcement of IT governance, policies, and standards across the organization and its affiliates. Establish frameworks for project governance and ensure alignment with organizational priorities through performance dashboards and executive reporting.
• Serve as a key advisor to the CIO and executive leadership on technology investment, risk posture, and innovation opportunities. Develop concepts and plans for information technology systems and programs that will support operations into the future. Identify emerging technology needs, establish strategic goals, analyze resource requirements, and advocate for budget and staffing to enable implementation. Provide recommendations for acquiring high-quality systems, equipment, and services within funding constraints.
• Oversee the application development team, ensuring alignment with business priorities, user needs, affiliate reporting, and security standards. Manage cloud and on-premise infrastructure, application development, and enterprise systems. Oversee procurement, vendor contracts, lifecycle management, and integration of core business platforms.
• Champion enterprise cybersecurity strategy, ensuring compliance with regulatory requirements and resilience against evolving threats. Build and lead a formalized Information Security Program, evolving junior resources and outsourced monitoring into a proactive, structured function. Oversee log analysis, vulnerability remediation, risk assessments, policy compliance, and security awareness. Partner with external security providers to strengthen incident response and threat management.
• Oversee the Customer Experience team to ensure delivery of a comprehensive strategy, exemplary product lifecycle management, and continuous improvement initiatives that align with organizational and IT&S objectives.
• Continually evaluate core IT processes to improve efficiency and effectiveness using recognized improvement methodologies and operational analytics.
• Provide advice and guidance to executives and management on long- and short-range planning, resource coordination, and implementation of new or revised systems and services.
• Identify actions necessary to ensure uninterrupted availability and performance of critical IT systems and equipment.
• Collaborate with the CIO to determine staffing levels, composition, and expertise. Provide leadership and direction to ensure successful planning, execution, and coordination of major technology initiatives.
• Establish strategic vendor relationships and negotiate enterprise agreements for all new hardware, software, and services to optimize cost, performance, and innovation.
• Collaborate with the CIO to develop a five-year strategic information systems plan and maintain a short-term (1–2 year) operational plan aligned with organizational objectives.
• Direct the development and maintenance of disaster recovery plans for continuity of critical applications during emergencies.
• Serve as the primary IT liaison to program leaders across Training, HR, Audit, and other functions. Engage early in requirements gathering, attend regular meetings, and prevent shadow IT through proactive communication and partnership.
• Manage relationships with affiliate organizations. Provide guidance on technology standards, reporting requirements, and compliance. Conduct audits, assess performance, and recommend support levels based on adherence.
• Drive operational maturity through ITSM tools: configure dashboards, define SLAs and KPIs, reduce backlog, and improve user satisfaction.
• Other job-related duties as assigned.

Benefits

• an impressive total rewards package that includes a 401(k) match of up to 12%
• 11 paid holidays
• generous leave (including 40 hours of paid volunteer time)
• industry-leading benefits
• Staff Training and Education Program (STEP), designed to support continued learning and professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 251-500 employees