IT Business Relationship Director, Americas

The IT Business Relationship Director ensures IT service delivery meets the operational needs of program offices across the Americas, translating business needs into IT priorities and technical capability into business value. The role acts as a bridge between IT and program operations, building trust with leadership, managing escalations, and fostering cross-office knowledge sharing to ensure consistent IT service delivery.

Responsibilities

• 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
• 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

Requirements

• 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
• Demonstrated experience translating operational needs into technical priorities and representing technical capability back to non-technical leadership
• Experience defining and tracking performance metrics (KPIs, SLAs, or equivalent) and running a recurring review cadence with stakeholders
• Spanish language proficiency
• Builds credibility quickly with leadership
• Comfortable holding ambiguity and structuring it
• Strong written and verbal communication; able to translate fluently between technical and program audiences

Skills

• Relationship Management
• Business Partnering
• Program Operations
• IT Service Lifecycle
• ITIL Framework Implementation
• Agile Scrum
• Service Management
• Technology Rollout
• Operational Needs Translation
• Technical Prioritization
• Performance Metrics
• KPI Reporting
• SLA Management
• Stakeholder Review
• Language Proficiency in Spanish
• Technical Communication
• Program Communications
• Technology Lifecycle Management
• Project Delivery Strategies

Languages

English, Spanish