IT Business Relationship Director, Americas

About the role

The International Rescue Committee is seeking an IT Business Relationship Director to align IT service delivery with program needs across the Americas. You will act as the bridge between IT and program operations, ensuring technology solutions deliver real value in the field.

Key responsibilities

• Serve as senior IT partner to Resettlement, Asylum and Integration (RAI) and Crisis, Response, Recovery and Development (CRRD) leadership, providing strategic guidance and visibility of service delivery.
• Maintain regular engagement cadence with program directors, aligning IT priorities with operational needs and managing escalations.
• Own cross‑office knowledge brokering, sharing best practices and coordinating IT initiative rollouts across the US and LATAM.
• Support IT budget planning, asset documentation, audit readiness and regulatory compliance for the region.
• Monitor service performance, manage escalation pathways, and partner with the Global Service Desk on ticket priority and SLA adherence.

Required profile

• 6‑8 years of experience in relationship management or business partnering within complex, distributed‑operations environments, preferably humanitarian or nonprofit.
• Strong understanding of the IT service lifecycle and ability to evaluate solutions for field suitability.
• Familiarity with ITIL, Agile/Scrum or similar frameworks; ITIL Foundation certification is a plus.
• Proven ability to translate operational needs into technical priorities and track performance metrics (KPIs, SLAs).
• Excellent written and verbal communication, fluency in Spanish, and comfort working in ambiguous environments.

Required skills

• ITIL framework knowledge
• Agile/Scrum methodology
• KPI and SLA definition and tracking