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.