Director of Field Services, Americas

Alvarez & Marsal•Tampa, FL

62d•$160,000 - $170,000

About The Position

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are why our people love working at A&M. The Director of Field Services, Americas (West) ensures end-user satisfaction throughout the organization by managing operational and technical processes and support the computing needs of the organization. This candidate will be responsible for the management of a global team of IT professionals in the America's region to ensure the operational integrity, stability and efficiency of the technologies and services provided are maintained at the highest levels. They will work in partnership with their counterpart in the East (EMEA & Asia)

Requirements

10 years' experience delivering broad, outstanding, and verifiable IT services
Excellent leader responsible for hiring, mentoring, and retaining talented Level I and II IT Professionals.
Strong familiarity with Microsoft Windows, Apple Mac OS and IOS, including enterprise class technologies and capabilities
ITIL V4 exposure
A proven track record of defining and driving complex IT strategy and projects.
In depth experience of negotiating with and managing third party vendors and contractors.
Keeps abreast of the latest technological advancements in end-user computing
10+ Years of progressive IT Support experience with a minimum of 7 years managing technical teams.

Responsibilities

Provide leadership including managing goals and expectations, personnel actions, recruiting, and performance management to enable a highly motivated team.
Augment and enhance the service management strategy and map it to measurable business value.
Develop strong relationships with our business colleagues to understand the business needs of our clients while building processes to deliver those needs.
Identify emerging technologies that are applicable and provide technical expertise regarding integration of new and existing technologies.
Support and continue to develop our internal ITSM tools - ServiceNow and various other complimentary ITSM applications. Ensure the development of operational procedures, training guides and documentation is consistent and relevant.
Interface with internal, customer and third-party teams for configuration, integration and deployment activities and projects.
Manage company communications for production outages planned or otherwise as well as upcoming projects and status updates.
Manage Service Levels across multiple vendors and internal teams.
Manage issues with internal and external systems. Provide feedback to other IT departments for improvements.
Work with department members and interface with resources from other internal corporate groups.
Promote infrastructure best practices ensuring change control is adhered to and transfer technical knowledge to department members.
Interact with operations and peer groups for problem coordination, escalation, resolution, and reporting.
Develop detailed project plans and track progress against those plans.
Set the strategic direction for Field Services across the Americas (West) region, aligning IT operations and initiatives with the organization's long-term business objectives.
Drive continuous improvement programs focused on operational efficiency, cost optimization, and service excellence, leveraging data-driven insights and industry benchmarks.
Establish and maintain governance frameworks for IT service delivery, ensuring compliance with regulatory requirements and internal policies.
Lead the adoption of innovative technologies and digital transformation initiatives to enhance user experience and competitive advantage.
Develop and manage strategic partnerships with key technology vendors, service providers, and external stakeholders to maximize value and mitigate risk.
Collaborate with executive leadership to forecast technology trends, assess organizational impact, and develop proactive strategies for talent and capability development.
Champion a culture of inclusive diversity, integrity, and continuous learning within the Field Services organization.

Benefits

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings' fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined periodically as well as a 401(k) retirement savings plan.
Provided the eligibility requirements are met, employees will also receive an annual discretionary contribution to their 401(k) retirement savings plan from Alvarez & Marsal.
Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave.
The amount of vacation and personal days available varies based on tenure and role type.

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