Director, IT Field Services
3 weeks ago
Under the direction of the Senior Vice President of Information Technology, the Director of IT Field Services will play a pivotal role in ensuring the delivery of IT services to critical Clean Harbors remote locations including all incinerators and re-refineries across North American. You will lead and inspire a team of senior and junior field service technicians and be responsible for managing all aspects of field service IT requests and operations. In addition, the Director IT Field Services will provide direction, guidance, and support to ensure optimal performance and achievement of department goals, while fostering a culture of accountability, professionalism, and continuous improvement with the team. The Director IT Field Services position will be key in overseeing the scheduling and coordination of field service activities including installations, moves, repairs, and maintenance, to ensure timely and efficient service delivery. The Director IT Field Services will work closely with Branch Managers across North America to ensure IT services are provided as needed and within established service level agreements. Additionally, this role involves occasional travel, approximately 25% of the time, to various locations in the US and Canada.
Build, develop, and motivate a high-performing IT Support team across multiple regions.Collaborate with key stakeholders to set organizational goals and objectives, ensuring alignment with the company's vision and mission. Work closely with IT Infrastructure teams to build and maintain strong relationships with key contacts at Clean Harbors Incinerators, Rerefineries, and critical branch locations. Oversee all operational functions, including service delivery, customer satisfaction, employee performance, and resource management. Foster a culture of continuous improvement, driving operational efficiency and effectiveness throughout the organization. Identify talent needs, participate in the recruitment and selection process, and support the professional development of employees. Champion a customer-centric approach throughout the organization, ensuring exceptional service delivery and customer satisfaction. Ensure compliance with all relevant regulations, industry standards, and safety protocols.Metrics and reporting: Establish key performance indicators (KPIs) to measure team performance and service effectiveness. Regularly report on progress and identify areas for improvementPerforming other related projects and assignments as required
Education and Experience:
Experience in the foundations of ITIL Change Management Best PracticesExperience in supporting enterprise manufacturing systemsFamiliarity with FactoryTalk(software), Rockwell/Allen Bradley PLC’s(hardware), networking, and Wonderware, Canary Historian, DeltaV, ABB/Siemen, AMS, OSIsoft PI, Aspen, SCADA, SIS, Instrumentation specificationExperience with Microsoft Office 365 Suite of ApplicationsPrevious experience managing a team implementing monitoring solutions is highly desirableExperience with backup systems and Disaster Recovery methodsAbility to coach and mentor junior staff members and set career pathsHave experience using either PowerShell, KQL, or SQL LanguageCompetencies:
A Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related fieldA minimum of one of the following: ITIL, Azure fundamentals, AWS, Microsoft qualifications, or other Enterprise qualificationsA minimum of five (5) years of relevant enterprise experience as an engineer at a global organizationA minimum of three (3) years of experience working with: Microsoft technology components used to deliver software solutions and services, scripting tools and languages such as SQL, PowerShell, and Python, and API data extractionWrite clear and concise Standard Operating Procedures and processes for functional areas within ITSystematic approach to solving problems, coupled with a strong attention to detail and effective communication skillsStrong communications and relationship skillsStrong negotiation and problem-solving skillsA drive to learn and master new technologies and techniquesExcellent problem solving, critical thinking and troubleshooting skillsComfortable working in a fast-paced environment collaborating with a dynamic teamWilling to support areas of responsibility on a 24/7 basis and/or as neededMust be able to bend, stoop, climb (Survey facility)Language Skills:
Ability to read, analyze, and interpret quotes and reports. Ability to correspond, effectively present information, and respond to questions from employees, management, vendors, and customers.
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