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About the Role

The IT Business Relationship Director ensures IT service delivery meets the operational needs of program offices across the Americas (US and LATAM), translating business needs into IT priorities and IT capability into business value. This role acts as a liaison between IT and program operations, building trust, diagnosing IT process breakdowns, and establishing cross-office knowledge and escalation paths.

Responsibilities

Serve as the senior IT partner to RAI office and CRRD program leadership, providing strategic guidance on IT service delivery performance, initiatives, and risks across the US and LATAM.
Maintain regular engagement with RAI operations directors and senior CRRD leadership, aligning IT priorities with program needs and providing visibility of service delivery.
Act as the accountable IT point of contact for escalations from office and program leadership, owning the response.
Build familiarity with programmatic context to advise on IT solution feasibility and represent office needs to HQ IT.
Own cross-office knowledge brokering, sharing successful practices and answering questions about other offices' approaches.
Serve as the strategic focal point for IT initiative rollouts across RAI offices and CRRD programs in the Americas, managing timing, delivery, and communication of IT needs.
Support IT budget planning for the Americas region and ensure asset documentation, audit readiness, and regulatory compliance.
Own escalation pathways for issues between helpdesk and engineering teams, involving appropriate IT leads, vendors, or procurement, and ensuring resolution.
Monitor service delivery performance and KPIs across the Americas, identifying patterns and issues for problem management review and escalating trending patterns.
Partner with the Global Service Desk Manager on T1/T2 technician performance, ensuring ticket priority logic and SLA adherence.

Requirements

6-8 years in a relationship management, business partnering, or 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, sufficient to engage credibly with technical teams and evaluate proposed solutions.
Familiarity with IT best-practice frameworks and delivery models (e.g., ITIL, Agile/Scrum).
Demonstrated experience translating operational needs into technical priorities and representing technical capability to non-technical leadership.
Experience defining and tracking performance metrics (KPIs, SLAs) and conducting recurring review cadences with stakeholders.
Spanish language proficiency.
Ability to build credibility quickly with leadership.
Comfortable holding ambiguity and structuring it.
Strong written and verbal communication skills, with the ability to translate between technical and program audiences.

Skills

Relationship management
Business partnering
IT service delivery
Program operations
ITIL
Agile/Scrum
Performance metrics (KPIs, SLAs)
Cross-office knowledge sharing
Escalation management
Spanish language proficiency

Location

US - Hybrid

Work Type

Hybrid
Full-time

Experience Level

6-8 years

Education Level

ITIL Foundation certification preferred, not required

Salary/Compensations

$132,000/yr

Benefits

10 paid sick leave
10 U.S. holidays
20-25 generous paid time off based on role and tenure
Medical insurance starting at $163/month
Dental starting at $6.50/month
Vision starting at $5/month
Flexible spending accounts (healthcare, dependent care, and commuter)
403(b) retirement savings plan with employer match (immediate vesting)
Non-elective employer contribution to 403(b) based on age and years of service (3-year vesting)
Disability and life insurance
Employee Assistance Program (EAP)

About the Company

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.
IRC employees deliver lasting impact by restoring safety, dignity and hope to millions.
IRC workers must adhere to the core values and principles outlined in IRC Way - Standards for Professional Conduct: Integrity, Service, Equality and Accountability.
IRC operates and enforces policies on Safeguarding, Conflicts of Interest, Fiscal Integrity, and Reporting Wrongdoing and Protection from Retaliation.
IRC is committed to taking necessary preventive and corrective measures to create a safe environment.
IRC builds teams of professionals who promote critical reflection, power sharing, debate, and objectivity.

Equal Opportunity

IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.