IT Business Relationship Director, Americas

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities.

A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview

We are hiring an IT Business Relationship Director to ensure IT service delivery meets the operational needs of program offices across the Americas geography (US and LATAM), translating business needs into IT priorities and IT technical capability into business value. The role sits at the intersection of IT and program operations — building trust with leadership, diagnosing where IT processes break down, and brokering the cross-office knowledge and escalation paths that don't currently exist structurally.

This role will operate as the connective layer between IT and Resettlement, Asylum and Integration (RAI) and Crisis, Response, Recovery and Development (CRRD) leadership across the US and LATAM, working alongside the Global IT Solutions team, the Americas IT Service Desk (POD) and RAI Operations staff.

They will build a regular engagement cadence with RAI office and CRRD program leadership, develop enough programmatic fluency to judge whether an IT solution will work in the field, own escalations, knowing when an issue needs IT leadership, a vendor, or executive attention. The role embeds proactive communication and cross-office knowledge-sharing into how IT and program operations work together, so that consistency across offices is structural rather than dependent on individual relationships.

The ideal candidate has direct experience in complex, distributed program operations, and brings credibility with program leadership as a result — not just IT service management experience. They are equal parts relationship manager, translator, and escalation owner: able to build trust with operations staff, assess whether a proposed IT solution will hold up in the field, and judge when to resolve something directly versus route it structurally.

They have a bias for proactive communication, a high bar for consistency across offices, and a clear instinct for equipping program and office staff with the tools, access, and know-how to handle their own work.

This role reports to the Senior Director, IT Business Relationship Management and partners closely with RAI and CRRD leadership through an agreed engagement model. The role will also work closely with the Global IT Solutions Team, including the Service Delivery Center of Excellence, Helpdesk team, Enterprise Applications and Infrastructure.

Key Responsibilities:

• Relationship Management and Engagement
• Serve as the senior IT partner to RAI office and CRRD program leadership, providing strategic guidance and thought partnership on IT service delivery performance, planned initiatives, and emerging risks across the US and LATAM
• Maintain a regular engagement cadence with RAI operations directors and senior CRRD leadership, ensuring IT priorities are aligned with program needs and that leadership has visibility of service delivery against commitments
• Act as the accountable IT point of contact for escalations from office and program leadership — owning the response, not just the routing
• Build sufficient familiarity with the programmatic context of each cluster to advise credibly on whether IT solutions will work in practice, and to represent office needs accurately to HQ IT
• Own cross-office knowledge brokering — surfacing what's working in one office to others, and serving as the connective point for "what are other offices doing on this?" questions that currently have no structural answer
• Act as the strategic focal point for IT initiative rollouts across RAI offices and CRRD programs in the Americas – shaping appropriate timing, delivery and relaying infrastructure, application, and programmatic IT needs from offices to HQ IT teams and vice versa.
• Support IT budget planning for the Americas region and ensure asset documentation, audit readiness, and regulatory compliance obligations are maintained
• Escalation, Risk Management and Service Performance
• Own escalation pathways for issues that fall between the helpdesk and engineering teams, knowing when to involve specific IT leads, vendors, or procurement and following through to resolution
• Monitor service delivery performance and key performance indicators across the Americas region, identifying patterns and recurring issues that should trigger problem management review; escalate trending patterns as they emerge for either immediate action, system enhancement, or larger risk management
• Partner with the Global Service Desk Manager on T1/T2 technician performance, ensuring ticket priority logic and SLA adherence
• Job Requirements: Knowledge & Experience
• 6-8 years in a relationship management, business partnering, or program/operations role bridging technical and non-technical stakeholders — direct experience with humanitarian, nonprofit, or similarly complex distributed-operations environments strongly preferred
• Working knowledge of the IT service and technology lifecycle, from planning and delivery through operations and continuous improvement, sufficient to engage credibly with technical teams and evaluate whether a proposed solution is fit for purpose
• Familiarity with IT best-practice frameworks and delivery models (e.g., ITIL, Agile/Scrum, or equivalent project delivery methodologies) and how they apply to service management and technology rollouts; ITIL Foundation certification preferred, not required