Director, IT Field Services

The Director, IT Field Services USA will serve as the premier IT leader for the USA area, acting as the single point of contact for the assigned Area Vice Presidents (AVPs) and leading a dedicated team of multiple Regional IT Managers. Interacting closely with the AVP and their designees, this role ensures all technical goals are met or exceeded by providing best‑class IT leadership and support across the region.

This position requires a deep understanding of business functions and their corresponding IT services across both infrastructure and applications to support day‑to‑day technical needs. The Director is a highly communicative relationship builder with a profound knowledge of how technologies come together to service the business. Not afraid to take on technical and administrative tasks to deliver results, this leader understands business priorities and adeptly aligns technical efforts to match them.

Reporting to the Senior Director, IT Field Support, you will ensure that service delivery and support processes consistently meet high stakeholder expectations in an effective and cost‑efficient manner.

You will oversee a distributed team of direct reports, facilitating, defining, and designing technology solutions focused on business value through IT best practices—including mapping business processes, translating business requirements into technical specifications, and utilizing Agile methodologies. Beyond possessing an uncompromising commitment to serving the AVP's best interests, this role requires deep technical expertise, strong people management skills, and proven experience in strategic and tactical Information Technology planning.

As an expert in collaboration, you will foster positive business relationships to meet all levels of IT service demands, translating complex IT concepts for both technical and non-technical staff at all levels. Ultimately, the Director will be the voice of reason and calm between the business and IT, analyzing problems and proposing innovative solutions amid changing technology and priorities.

• Team Leadership:
  Directly manage, mentor, and develop a team of multiple Regional IT Managers across the USA area, ensuring high team performance, consistent service delivery, and professional growth.
• Strategic Partnership:
  Partner closely with the AVP to coordinate and prioritize all technical requests, including applications, infrastructure, M&A integrations, and facility needs.
• Regional Leadership:
  Lead the USA area IT operations, developing a deep knowledge of the business region and cultivating positive relationships horizontally and vertically.
• Business Alignment:
  Work closely with the Senior Director, IT Field Support and IT Manager - Enterprise Applications Architecture to confer, determine, and agree on the AVP's technology needs, ensuring solutions advance business performance and meet mission objectives.
• Relationship Management:
  Utilize strong business acumen to manage relationships with business stakeholders, senior management, and fellow IT Directors.
• Requirements Gathering:
  Determine AVP requirements and recommend modifications for operational applications and systems to optimize regional performance.
• Tiered Support & Escalation:
  Direct and guide Regional IT Managers regarding all Tier I, II, and III support issues, escalating to the IT Director Service Support when necessary.
• Innovation & Trends:
  Remain creative and innovative, maintaining strong knowledge and awareness of IT industry trends and digital advances to identify new opportunities and address business needs.
• Problem Resolution:
  Actively solve customer challenges to produce effective, efficient, and scalable technical solutions.
• Communications:
  Assist in managing the IT…