IT Business Relationship Director, Americas

International Rescue Committee•New York, NY

5d•Hybrid

About The Position

The International Rescue Committee (IRC) is hiring an IT Business Relationship Director to ensure IT service delivery meets the operational needs of program offices across the Americas, including the US and LATAM. The role translates business needs into IT priorities and technical capabilities into business value, serving as a connection between IT and program operations. It builds trusted relationships with leadership, identifies gaps in IT processes, and establishes cross-office knowledge-sharing and escalation paths. The Director works with Resettlement, Asylum and Integration (RAI) and Crisis, Response, Recovery and Development (CRRD) leadership, the Global IT Solutions team, the Americas IT Service Desk (POD), and RAI Operations staff. The role establishes regular engagement with RAI office and CRRD program leaders, develops familiarity with program operations to assess whether IT solutions will work in the field, and owns escalations through resolution. It also promotes proactive communication and consistent practices across offices. Reporting to the Senior Director, IT Business Relationship Management, the position partners with RAI and CRRD leadership through an agreed engagement model and works closely with the Global IT Solutions Team, including the Service Delivery Center of Excellence, Helpdesk team, Enterprise Applications, and Infrastructure. The position is based in the US with a hybrid work arrangement and may require travel to US and LATAM offices as necessary.

Requirements

6–8 years of experience in relationship management, business partnering, or program/operations roles bridging technical and non-technical stakeholders.
Working knowledge of the IT service and technology lifecycle, from planning and delivery through operations and continuous improvement.
Experience translating operational needs into technical priorities and representing technical capabilities to non-technical leadership.
Experience defining and tracking performance metrics such as KPIs or SLAs and running recurring stakeholder review cadences.
Spanish language proficiency.
Strong written and verbal communication skills, including the ability to translate between technical and program audiences.
Ability to build credibility quickly with leadership.
Comfort working with ambiguity and structuring it.

Nice To Haves

Direct experience in humanitarian, nonprofit, or similarly complex distributed-operations environments.
Familiarity with IT best-practice frameworks and delivery models such as ITIL, Agile/Scrum, or equivalent project delivery methodologies.
ITIL Foundation certification.

Responsibilities

Serve as the senior IT partner to RAI office and CRRD program leadership, providing strategic guidance on IT service delivery, planned initiatives, and emerging risks across the US and LATAM.
Maintain regular engagement with RAI operations directors and senior CRRD leadership, align IT priorities with program needs, and provide visibility into service delivery against commitments.
Act as the accountable IT point of contact for escalations from office and program leadership, owning the response through resolution.
Develop familiarity with the program context of each cluster to assess whether IT solutions will work in practice and accurately represent office needs to HQ IT.
Broker knowledge across offices by sharing effective practices and answering questions about approaches used by other offices.
Serve as the strategic focal point for IT initiative rollouts across RAI offices and CRRD programs in the Americas, shaping timing and delivery and relaying IT needs between offices and HQ IT teams.
Support IT budget planning for the Americas region and maintain asset documentation, audit readiness, and regulatory compliance obligations.
Own escalation pathways for issues between helpdesk and engineering teams, involving appropriate IT leads, vendors, or procurement and following through to resolution.
Monitor service delivery performance and KPIs across the Americas, identify recurring issues that warrant problem management review, and escalate emerging patterns for action, system enhancement, or risk management.
Partner with the Global Service Desk Manager on T1/T2 technician performance, ticket priority logic, and SLA adherence.

Benefits

10 paid sick leave days.
10 US holidays.
20–25 paid time-off days based on role and tenure.
Medical insurance starting at $163 per month.
Dental insurance starting at $6.50 per month.
Vision insurance starting at $5 per month.
Flexible spending accounts for healthcare, dependent care, and commuter expenses.
403(b) retirement savings plan with employer match and immediate vesting.
Non-elective employer retirement contribution based on age and years of service, with three-year vesting.
Disability insurance.
Life insurance.
Employee Assistance Program offering confidential counseling and support services for employees and their families.