Director, IT Field Services USA

RiseMe; Detroit (MI); On-site; USD 150,000 - 190,000; Full time

Job summary

GFL is seeking a Director, IT Field Services USA to lead a distributed team of Regional IT Managers, aligning IT services with business goals across infrastructure and applications. You will partner with AVPs to ensure delivery excellence, governance, and cost efficiency for the region.

Reporting to the Senior Director, IT Field Support, you will translate business needs into technical specifications, mentor managers, and drive IT trends to deliver value while maintaining strong business

Qualifications

• Bachelor's degree in IT, Business Management, or equivalent executive leadership experience.
• 10+ years of progressive IT experience, with at least 3+ years in a senior leadership role managing multi-region teams.
• Travel up to 30–40% across the US to engage with Regional Managers and key sites.

Responsibilities

• Directly manage, mentor, and develop a team of Regional IT Managers across the USA area.
• Partner with the AVP to coordinate and prioritize all technical requests across applications and infrastructure.
• Lead the USA IT operations and cultivate relationships with business stakeholders.
• Determine AVP requirements and translate into operational specifications.
• Direct Tier I–III support guidance and escalate to ensure resolutions.
• Stay informed on IT trends to identify opportunities and drive value.

Skills

People management

Strategic execution

Matrix management

Subject matter expertise

Negotiation

Communication

Analytical thinking

Adaptability

Education

Bachelor's degree in IT/Business

Job description

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-in-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.

Key Responsibilities

• 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 departmental communications function with the AVP to ensure total transparency and alignment.
• Additional Duties: Perform other duties and special projects as assigned to support the organization's evolving needs.

Knowledge, Skills, Abilities, and Competencies

• Education: Bachelor’s degree in IT, Business Management, or equivalent executive leadership experience.
• Experience: 10+ years of progressive IT experience, with at least 3+ years in a senior leadership role managing multi-region teams.
• Industry Knowledge: Direct experience in heavy industry, logistics, waste management, environmental services, or multi-site industrial operations is strongly preferred.
• Travel: Willingness to travel up to 30–40% across the US to engage directly with Regional Managers, visit key sites, and maintain a visible presence.

Skills & Competencies

• People Management: Proven ability to lead, coach, and empower a team of management-level direct reports across a wide geographic area.
• Strategic Execution: Excellent understanding of the organization’s goals and objectives, with the ability to interpret business information into documents used to onboard, prioritize, and deliver projects (idea documents, business cases, value plans).
• Matrix Management: Excellent ability to manage resources and lead effectively within a cross-functional, matrixed, and team-oriented environment.
• Subject Matter Expertise: Deep knowledge of technology trends relating to software applications specifically utilized in the waste industry.
• Negotiation & Advocacy: Expert at negotiating business needs and priorities with key stakeholders while ensuring value optimization and continuous improvement.
• Communication: Strong ability to conduct meetings, train, and educate business stakeholders. Must be user-focused and dedicated to fostering excellent customer relations.
• Analytical Thinking: Excellent problem-solving and analytical skills with a self-starter mentality and robust organizational capabilities.
• Adaptability: Willingness and capability to thrive in a fast-paced, constantly changing environment, always striving for continuous governance and process improvements.

We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.