The Pew Charitable Trusts

  • Director, Application Operations

    Location US-DC-Washington
    Posted Date 6 months ago(10/30/2017 9:59 AM)
    Job ID
    Information Technology
    The Pew Charitable Trusts
  • Overview

    The Pew Charitable Trusts is driven by the power of knowledge to solve today’s most challenging problems. Pew applies a rigorous, analytical approach to improve public policy, inform the public and invigorate civic life.


    We are an independent nonprofit organization – the sole beneficiary of seven individual trusts established between 1948 and 1979 by two sons and two daughters of Sun Oil Company founder Joseph N. Pew and his wife, Mary Anderson Pew.


    Our work lays the foundation for effective policy solutions by informing and engaging citizens, linking diverse interests to pursue common cause and insisting on tangible results. Our projects encourage efficient, responsive governments – at the local, state, national and international levels – serving the public interests.


    With offices in Philadelphia, Washington DC, Australia, Brussels  and London, and with additional staff in other regions of the United States and around the globe, Pew provides an exciting learning environment and the opportunity to work with highly talented individuals. We are a dynamic, rapidly evolving organization that values creativity and innovative thinking and fosters strong teamwork with mutual respect.


    Information Technology:

    Information Technology (IT) at the Trusts reflects a proactive approach toward the use of new technologies to increase the organization’s capacity for exceptionally high-quality strategic philanthropy. The Trusts recognizes the importance of technology to advance the institution’s goals and achieve and maintain a leadership position in the philanthropic community.


    The IT unit is comprised of forward-thinking professionals who are responsible for the technology operations supporting Pew staff and Pew subsidiaries in the US and international locations. It is the responsibility of the unit to evaluate and acquire software and hardware, implement new systems and data repositories, support network infrastructure and datacenters, and maintain on premise and cloud applications.

    Position Overview:

    The Director, Application Operations is a member of the Information Technology (IT) unit reporting to the Chief Information Officer and has responsibility for all aspects of Pew’s application stack including on-prem, SaaS, Hybrid and custom applications as well as application security. Application Operations is also responsible for tier 2 and tier 3 support services. The primary duties of the Director include the development of long-term application strategies as well as overseeing engineering and operations to support Pew operations and Pew program initiatives. The Director also participates in the development and implementation of technology policies and procedures relating to information systems and communication activities and maintains effective technology vendor relations.

    The Director is responsible for managing a total staff of approximately 20 Pew staff including, software developers, business analysts, contractors supporting various initiatives, multiple vendors and up to five managers divided by technology area: Salesforce, Microsoft, PeopleSoft, DevOps, Integration, and Business Intelligence.


    Assume leadership responsibility over Pew’s application operations teams, DevOps, systems integration, and business intelligence teams. Partner with technology and business stakeholders to ensure effective system and solution design, performance and availability of applications. Develop short, medium and long-term technology plans aligned with Pew’s business vision and goals. Build strategic alliances with best-in-class suppliers. Manage, coach and mentor the development of staff, supply opportunities to improve skills and technical knowledge, provide regular feedback about progress, and conduct performance reviews. Assist with problem solving and staff issues. Recruit, manage and develop staff for the IT unit.

    • Manage a diverse application portfolio that includes Salesforce, Workday, SharePoint, custom .NET, and Oracle applications. 
    • Manage software development and application support budgets.
    • Build relationships with business leaders and establish credibility by developing a sophisticated understanding of the work done in each department at Pew. 
    • Proactively recommend technology that will expand Pew’s effectiveness.
    • Maintain and continue to develop a broad knowledge of technology in order to make recommendations about enhancements and directions. Participate in conferences, seminars and other professional development activities to keep expertise current as appropriate.
    • Contribute to and participate in projects across IT as well as broader Pew-wide projects and/or committees as needed.
    • Set a fast pace, focused on customers, that drives team members to continuously improve the service we deliver to our customers for T3 support.
    • Plan and implement escalation workflows and policies and best practices for production system uptime. 


    • Bachelor's degree required. 
    • Minimum of 12 years of relevant IT application operations / project management, T2 / T3 application support experience required.
    • Minimum of five plus years of previous direct supervisory experience required including experience managing the performance management process for direct reports, providing career development advice and counsel, and providing strong leadership.
    • Experience managing and negotiating software development budgets.
    • Must have expertise in managing multiple application stacks including Microsoft applications (on .NET and C#) and SaaS applications including Workday and Salesforce.
    • Must have experience is managing a financial application and ensuring uptime and availability. Experience with PeopleSoft applications would be a plus. 
    • Expertise in release management, development of enhancements for SaaS / hosted solutions and coordination of end to end integration testing.
    • Strong staff development and coaching skills. Ability to manage performance objectively and fairly. Ability to raise performance of staff and IT organization through strong leadership and ambitious goal setting.
    • Excellent written and oral communications skills and a keen understanding of the importance of clear and ongoing communications with staff at all levels. 
    • The ability to discuss technical issues with staff and the ability to clearly explain technical issues to non-technical staff. Ability to write user and system documentation.
    • Must have hands-on technical skills with Microsoft.NET, SharePoint or Salesforce with strong background in building and maintaining production applications.
    • Mature leadership, seasoned judgment, high integrity and the ability to learn quickly. Ability to quickly gain credibility and to understand and influence the organization. Confident with strong interpersonal skills. Ability to develop and manage productive relationships at all levels. Ability to receive and give strategic direction.
    • Experience and skill managing and developing professional technical staff. Ability to motivate teams of individuals to achieve extraordinary results.
    • Deep and broad knowledge of technologies, trends and directions, and most importantly how it can be used to advance Pew in its mission.
    • Flexibility and the ability to juggle multiple priorities organize time and identify resources for projects.

    As this is a full-time position, we offer a competitive salary and complete benefit program, including: comprehensive, affordable health care through medical, dental and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; and work/life benefits to help you maintain a good balance.


    Occasional travel between Pew’s offices as required. Additional travel required to attend trainings, seminars or conferences.


    The Pew Charitable Trusts is an equal opportunity employer, committed to a diverse and inclusive workplace. Pew considers qualified applicants for employment without regard to age, sex, ethnicity, religion, disability, marital status, sexual orientation or gender identity, military/veteran status, or any other basis prohibited by applicable law.


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