EIS Field Services Manager, North America
MeadWestvaco 194 reviews - Richmond, VA

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MWV has a career opportunity that will put you on the forefront of the best-known brands in the world. At MWV, we create packaging solutions that help shape some of the most recognized brands in the cosmetics and personal care, healthcare and pharmaceuticals, food and beverage, home and garden, media, specialty chemicals, and consumer and office products industries.

We’ve become a global leader in our industry by making our customers leaders in theirs. And every single one of our 23,000 employees is an essential part of this mission. Let MWV help you write your own success story.

MWV is a global leader in packaging and packaging solutions. Our fresh insights, innovative products, global manufacturing, and unparalleled service make us the partner of choice for many of the world’s most admired brands in the healthcare, beauty and personal care, food, beverage, home and garden, and tobacco industries. Our end-market expertise is also the foundation for success in our other businesses – Specialty Chemicals and the Community Development and Land Management Group.

We touch people’s lives every day, everywhere. We help people keep track of their medications (Dosepak®, and Shellpak® packaging), take care of their homes and gardens (Mixor® Trigger Sprayers) and their communities (Evotherm® asphalt). We develop products and solutions that not only grow our customers’ brands, but also improve our – and their – customers’ quality of life.

With about 15,000 employees worldwide, MWV operates in 30 countries and serves customers in more than 100 nations. But no matter where we’re doing business, we do things the right way – with a focus on integrity, sustainability, and positively contributing to the communities in which our employees live and work.

MWV is an Equal Opportunity Employer.


As a member of the EIS Infrastructure Delivery Services (IDS) leadership team, the Field Services (FS) Manager is expected to lead, manage and represent the members of multiple Field Service technical teams embedded at MWV facilities throughout North America. This position is located at the MWV Headquarters location in Richmond, Virginia and currently has (8) eight direct reports with a total organization of over 40 full time employees, contractors and seasonal interns.

The successful candidate will be establish, communicate, and implement high level performance goals, major initiative timelines, best practices, procedures and standards while ensuring compliance with MWV enterprise strategy and policies, while maintaining focus on business operations and IT infrastructure performance. The Field Services Manager is expected to champion the use of common practices and MWV technology standards to improve the supportability of our computing environment and thereby enable increased business value and enterprise financial results. This leadership role is the primary point of escalation for customer service issues and high severity incident response from Field Services.

As the Manager of the North American Field Services team, you will directly manage the regional Team Leads at our large office and manufacturing sites. These local teams are responsible for the installation, maintenance, support and integrity of all IT infrastructure at MWV sites and many third-party locations, including individual remote users. The work assignments for this team are primary based on ITIL ticket work (incidents and requests) but Field Services team members often serve as the initial contact for all IT related inquiries. Several project resources are embedded as the senior members of the larger teams and they serve as SMEs for a variety of areas such as networking, process control, security and audit compliance.

The successful candidate will drive communication, integration and enterprise initiatives by facilitating interaction between Field Services technical teams and other functional areas (i.e. End User Computing, Telecommunications and external business support partners). Additional responsibilities include, but are not limited to:

Cultivate and develop technical staff and skills to maintain bench strength for local tech team lead positions, project resources and technical SMEs.
Accommodate staff engagement across locations (and regions) to ensure appropriate resource levels across the enterprise.
Analyze, forecast and assign resources required (including personnel, equipment, and facilities) for project deployments and support for daily operations. Make resource recommendations to business units and EIS leadership.
Advocate and articulate business unit infrastructure requirements and requests to EIS leadership.
Account for all business unit technology assets; participate in the preparation and administration of an annual operating budget and capital project plan.
Approve technology asset acquisition and technology change requests.
Foster staff involvement with educational and training opportunities, travel and exposure to internship and recruiting programs and industry best practices in use by other MWV locations and external organizations. Innovate resourcefully.
Act as the primary MWV technical contact and escalation point for North America when interacting with other technology organizations, vendors and partners.
Drive toward operational excellence and execution with quality while embracing change in 24 x 7 production and 8 x 5 business environments.
Engage with the Business Relationship Management team to grow business acumen and maintain relationships between business leaders and IT to better align EIS service offerings with business strategies.
Assume 100% accountability for the Service Level Agreement performance of the Field Services organization in North America and champion the ITIL discipline as well as the use of standard Service Management processes.
Ensure the proper use of safety equipment and adherence to safety regulations by all team members. WHAT YOU NEED TO SUCCEED

Bachelor’s degree in Business, Information Systems, Computer Science or a related field.
Minimum of 5 years of experience working in an IT Leadership role within a large corporate business or the equivalent years of demonstrated experience in a leadership role in a large corporate business.
Operational experience leading organizations, overseeing projects and/or managing IT support operation teams at a manufacturing company.
Excellent knowledge of the IT business model and business operations of the target business unit(s).
Experience managing and supporting infrastructure related to Client computing, Networks, Servers, Mobile Devices, Process Control, Security Systems, Enterprise Printing and Software distribution.
Working knowledge of MWV business processes and knowledge of IT services critical to those business processes.
Excellent problem solving, decision making, dispute resolution and interpersonal skills.
Ability to prioritize, delegate tasks and establish and lead cross functional teams appropriately.
Excellent business relationship skills, ability to assess and prioritize activities and focus in response to critical business needs.
Excellent understanding of the IT Service Management framework
Professional exposure to vendor management, contract management and financial controls.
Familiarity with the ServiceNow service management solution would be advantageous.
Proficiency with Google Apps and the Microsoft Office suite also preferred.

About this company
194 reviews
MWV is a global leader in packaging and packaging solutions. Our fresh insights, innovative products, global manufacturing, and unparalleled...