Senior Director of Field Operations

Senior Director Field Operations

Our client is a global manufacturing firm that partners with their customers to provide differentiated paper and packaging solutions that help them win in the marketplace. Our client is in Atlanta they are seeking a Senior Director Field Operations to join the team. Our technology organization is transforming how we work at the firm. We align with our businesses to deliver innovative solutions that:

• address specific business challenges, integrate processes and create great experiences
• connect our work to shared goals that propel the firm forward in the Digital Age
• imagine how technology can advance the way we work by using disruptive technology

We are looking for forward thinking technologists that can accelerate our focus areas such as building stronger foundational technology capabilities, reducing complexity, employing digital transformation concepts and leveraging disruptive technology.

The opportunity:

The Sr. Director of Field Operations is responsible for creating IT support services that meet the needs of a global enterprise, including local and regional support, coordination of local services, and oversight of project activities requiring an on-site presence; by applying automation to create an agile, scalable support experience and leading a dynamic organization of top-notch talent into a modern technology future.

How you will impact the firm:

• Guiding the creation and implementation of support services that require a local presence, ownership of key plant and mill compute facilities, and management of project-based end user and infrastructure activities, along with the automation of those solutions.
• Developing, along with the VP, Technology Platforms, the roadmap and strategy for all local and regional support functions.
• Working in cooperation with the Director, Support Operations to create a seamless and reliable support experience that meets business needs.
• Recruiting, developing, and retaining a high-performing team. Building a strong slate of successors within the IT organization to prepare for growth.
• Maintaining a customer-focused service culture in response to internal and external customer needs and expectations.
• Monitoring external technology changes and serve as a source of continuous innovation, facilitating speed-to market and competitive advantage.
• Identifying, evaluating and selecting new and emerging technologies that can be assimilated within the firm to significantly improve competitive positioning, provide deeper digital capabilities, and foster innovation.
• Acting as a trusted advisor. Build and maintain relationships with other IT leaders and stakeholders to develop a clear understanding of technology needs and ensure cost-effective delivery of IT services to meet those needs; respond with agility to changing business priorities.
• Managing and optimizing allocated operating and capital budgets to ensure it is consistent with the overall strategic objectives of IT and the enterprise.
• Manage relationships and expenses with outsourcing partners
• Propose and lead initiatives to optimize cost efficiency and improve service quality
• Managing relationships with key technology vendors across the portfolio.

What you need to succeed:

• Bachelor's degree in a technical field (Computer Science, Engineering, or a related discipline/equivalent)
• 7 years of experience managing field support or service desk teams, including managing a remote workforce; 10+ years in IT roles
• Demonstrated knowledge of designing, building, and implementing support processes and structures, including scripts, knowledge articles, training materials, standards, and other artifacts
• ITIL v3 or v4 certification a plus
• Experience managing enterprise outsourcing partner contracts and relationships
• Being self-directed, fast-paced, collaborative, and results-oriented
• Strong proficiency in Word, Excel, PowerPoint and other Office 365 communication tools
• Ability to manage multiple priorities efficiently and effectively.
• Strong interpersonal skills with ability to work and collaborate with employees at all levels.