Director Field Services - Erlanger, KY

Job Description

Director Field Services- Erlanger, KY

Job Summary

The Field Services Director leads a combined team of 115 ADM resources and approximately 87 contractors providing global IT support services across LATAM, EMEA, APAC, and NAM. The Director will be accountable for the team budget, driving year-over-year financial efficiency through cost optimization and resource allocation. This role delivers measurable business impact through operational excellence - better user experiences, transparent metrics, and clear accountability that will contribute to building a customer-focused culture.

Job Responsibilities

• Manage on-site IT support across 5 regions- Latin America (LATAM), Europe, the Middle East and Africa (EMEA), Asia-Pacific (APAC), and North America (NAM)
• Manage a $15 M+ budget, including developing financial plans, monitoring spending targets, and delivering year-over-year cost efficiency improvements
• Develop a cost-effective on-site IT support strategy aligned with organizational priorities
• Lead regional site support teams to exceed service-level agreements (SLAs) through high-quality delivery and efficient issue resolution
• Partner with IT leadership and regional stakeholders to deliver solutions that address regional needs and drive customer satisfaction
• Establish transparent performance metrics and reporting that demonstrate IT contribution, drive continuous improvement, and enhance user experience
• Own budget accountability with a focus on continuous cost optimization and resource efficiency while delivering fit-for-purpose regional solutions
• Develop and oversee the implementation of global policies and procedures to drive global consistency and enable high-quality service delivery across all regions
• Serve as the accountable escalation point for critical issues, enabling rapid resolution, transparent communication, and exceptional outcomes
• Build a connected, committed, and enthusiastic culture that embraces accountability, customer focus, fiscal responsibility, and outcome delivery
• Provide leadership and mentorship to regional site support managers to build high-performing, accountable teams that consistently deliver on operational commitments
• Comply with organizational policies, industry standards, and regulatory requirements while managing risk across global regions

Job Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field; advanced degree preferred
• 15+ years of experience in IT support services, with at least 5 years in a leadership role managing multi-site operations
• Proven experience in managing IT support services across multiple geographic regions
• Strong knowledge of IT service management frameworks and best practices
• Excellent leadership, communication, and problem-solving skills
• Ability to work collaboratively with cross-functional teams and stakeholders
• Experience with budget management and resource allocation

Excited about this role but don't think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check.

REF:104054BR