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Requisition ID: req5210

Job Title: Associate Director Global Service Delivery, IT

Sector: Information Technology

Employment Category: Regular

Employment Type: Full-Time

Open to Expatriates: No

Location: USA-New York, NY - HQ

Job Description

Are you passionate about ensuring everyone – from the CEO to the driver in the remotest location of the world – receives timely, high quality answers to whatever technical challenge is facing them that day? Do you thrive on analyzing metrics to identify trends in types of issues people have with technology around the world and can’t rest until you have determined if the answer to the trending problem is either to provide more/better training, refine processes, or something else entirely? Do you love working with a global team, inspiring a consistent, motivated approach to all tiers of customer support, instilling empathy for staff who just want technology to work so they can work?

If so, we are hoping you will join us. We are looking for an Associate Director Global Service Delivery, Information Technology  to lead a new way of providing customer support across the IRCs 40+ countries and 150+ offices. This person will be responsible for driving a systematic approach to better manage our entire customer experience across geographically and departmentally dispersed service delivery teams, coordinating with over 150 technicians globally, directly managing the application support team, and making recommendations for changes in structure and approach along the way. The ideal candidate is someone who has a passion for high quality customer service and an empathy for the customer in an extremely varied environment.

As a first order of priority, this position will need to design, monitor, and continuously improve support processes and quality for the IRC’s deployment of its first ERP solution, scheduled to start deployment in 2019. This person will work closely with the ERP deployment team, reporting into the IT Business Relationship Management (BRM) team and will continue beyond the project to ensure staff globally have a high quality customer support experience beyond deployment of the global solution.

Responsibilities include, but are not limited to:

  •  Drive systematic approach to global customer service delivery across dispersed teams, making recommendations for structural and process changes
  •  Develop and institute continuous improvement culture for customer experience by evaluating performance metrics, identifying areas for improvement, and implementing and monitoring improvements to ensure they meet goals
  •  Establish direction for onboarding and training models to ensure all technicians follow consistent approach and receive continuous training on changes to entire IRC IT service portfolio, partnering with the BRM training team to develop the curriculum
  •  Lead direction and vision for ServiceNow platform, the IRC service management system, in partnership with the business system manager, exploring opportunities for enhancement of functionality, and ensuring key stakeholders are bought into vision
  •  Manage team and stakeholders towards standard agreed upon service KPI metrics across all service delivery teams, fostering environment for continuous improvement
  •  Create and promote process methodologies, tools and teamwork to ensure customer success
  •  Develop valuable and long term relationships with staff to understand customer needs
  •  Coordinate teams to conduct in-depth analysis to solve problems
  •  Partner with ERP deployment team to ensure customer support satisfaction during deployment and into operations


  • 6-10 years of experience as a technical manager or director
  • Knowledge of ITIL processes and full service lifecycle methodology
  • Analytical understanding of statistics
  • Experience supporting global IT operations and/or managing offshore resources
  • Strong track record of managing a team to provide high quality customer service
  • Outstanding relationship management skills
  • Excellent written and verbal communication skills
  • Ability to work constructively under stress and pressure
  • Ability to communicate and build effective working relationships across diverse groups of people and department
  • Will require some travel to US and international offices

Preferred Additional Qualifications

  • Experience with ServiceNow, particularly with reports, incidents and change modules
  • Experience or working knowledge of ERP systems

Working Environment

  • Standard office working environment based in New York, with ability to partially work remotely



International Rescue Committee is a 501(c)(3) not-for-profit organization. Copyright © International Rescue Committee, 2019