Deputy Director, Support Transition (Term-Limited)
Core
Oversee the transition to a new support structure after a major system migration project, ensuring teams meet SLAs for user support, knowledge, training, and business intelligence.
Role type
Senior IC program manager (non-profit systems transition)
Builds
Support, Knowledge, and Training (SKT) and Business Intelligence and Analytics (BIA) teams
Domain
Non-profit development department operations
Deliverable
infrastructure
Required skills
BBCRM support team management, gap analysis, roadmap development, capacity planning, stakeholder interviewing, SLA management, change management, risk identification, team mentoring
Preferred skills
Non-profit systems consulting experience
Technologies
BBCRM
Responsibilities
Conduct discovery of cross-functional support teams to understand current state and future needs; Perform gap analysis on current operations and build improvement projects into the transition plan; Support team leadership in developing defined team scopes, roles, and decision-making frameworks; Partner with leadership to develop a transition plan aligned with budget and procurement timelines; Lead teams through the migration, monitoring progress and managing performance; Oversee SKT and BIA teams to foster collaboration and manage capacity; Assist in developing and managing the DDSRO roadmap and resourcing.