IT Field Operations Manager

Wing; Palo Alto (CA); Remote; USD 140,000 - 190,000; Full time

Job summary

Wing is seeking an experienced IT Field Operations Manager to join our IT Services team. This remote role oversees the delivery, management, and ongoing support of Wing's globally deployed edge IT infrastructure systems, forming the foundation for our autonomous delivery service.

You will lead the TechOps support function, shape core policies and playbooks, manage vendor relationships, and own the budget as Wing scales.

Qualifications

• Minimum 8+ years of experience in IT operations, support or related field with leadership experience.
• Experience managing third-party vendors, MSPs, or contingent workforces including contracts and financial oversight.
• Strong ITSM familiarity (ITIL/ITSM) and ability to define strategy, processes, and playbooks.

Responsibilities

• Manage end-to-end service delivery of globally deployed edge IT infrastructure and TechOps support.
• Own vendor relationships, contract management, performance reviews, and financial oversight.

Skills

Leadership

Vendor management

IT operations

Strategic planning

Stakeholder communication

Incident response

Education

BA/BS/MS degree in a related field

Tools

ServiceNow

Puppet

Zabbix

Google Cloud Platform

Google Workspace

MDM platforms

Job description

About Wing:

Wing offers drone delivery as a safe, fast, and sustainable solution for last mile logistics. Consumer appetites for on-demand services are increasing, but current delivery methods are inefficient, costly, and contribute to road accidents and air pollution. Wing’s fleet of highly automated delivery drones can transport small packages directly from businesses to homes on-demand, in minutes. We design, build, and operate our aircraft, and offer drone delivery services on two continents. Our technology is designed to be easy to integrate into existing delivery and logistics networks, offering a scalable drone delivery solution for a broad range of businesses. Wing is a part of Google's parent company, Alphabet, and our mission is to create the preferred means of delivery for the planet. If you're ready to do the greatest work of your life, come join us.

About the Role:

Wing is looking for an experienced IT Field Operations Manager to join our IT Services team. This role is based remotely in the US. In this role, you will be responsible for the delivery, management, and ongoing support of Wing's globally deployed edge IT infrastructure systems, which provide a critical foundation for our autonomous delivery service. As part of this role, you will be responsible for managing our critical Technical Operations (TechOps) support function and team. You will continue to shape and scale our edge IT systems and support functions by defining the core policies, processes, and standards as Wing rapidly scales our business. A key part of this role is managing and strengthening the relationships with our workforce vendors, ensuring the TechOps teams continue to meet Wing's high standards for quality, performance, and ensure the overall stability of our operational technology.

What You’ll Do:

Manage the end-to-end service delivery of our globally deployed edge IT infrastructure systems and our Technical Operations (TechOps) support function, holding our workforce vendors accountable for meeting SLAs and exceeding quality standards. Develop and strengthen strategic relationships with IT support vendors, acting as the primary point of contact for contract management, performance reviews, and financial oversight. Own the budget for the IT Field Operations function, including forecasting, cost tracking, and optimizing expenditures to ensure cost predictability. Define and execute the strategic roadmap for IT Field Operations, establishing the core policies, procedures, and playbooks that enable a scalable, high-quality global service. Lead cross-functional projects to implement new IT Field Operations capabilities and services, managing execution from requirements gathering through to successful rollout and adoption. Partner with IT Engineering and Solutions teams to define requirements for our ITSM capabilities as well as other support tools, ensuring they meet the evolving needs of the team. Represent the IT Field Operations function in strategic planning discussions with business and technology leadership, ensuring our capabilities align with Wing’s long-term goals. Serve as the primary escalation point for major operational incidents, driving resolution by coordinating between vendor partners and internal Wing teams.

What You’ll Need:

8+ years of experience in IT operations, technical support, or a similar field, with at least 3 years in a management or leadership capacity in an IT support environment. BA/BS/MS degree in a related field, and/or relevant skills and equivalent practical experience. Demonstrated experience managing third-party vendors, managed service providers, or contingent workforces, including contract negotiation, performance management, and financial oversight. Ideally: Experience managing IT support services in both corporate and geographically distributed field operations environments. Strong experience with IT Service Management (ITSM) frameworks and platforms (e.g., ServiceNow ITIL / ITSM). Strong familiarity with networking and connectivity concepts including software-defined WAN, network infrastructure planning, cellular systems, and VPNs. Familiarity with the integration and management of corporate IT access, configuration, and monitoring systems (e.g., Puppet, Zabbix, Google Cloud Platform, Google Workspace, MDM platforms, etc.). Proven ability to lead and scale an IT support function, including defining strategy, establishing processes, and managing the work of service delivery teams. Strong interpersonal, analytical, and communication skills, particularly for keeping stakeholders and leadership informed of developments and progress. Ability to operate independently and decisively in an environment with ambiguous and potentially shifting requirements. Occasional out of area travel may be required to oversee onsite deployment or other IT services activities. Infrequent early morning, evening, holiday and/or weekend work may be required for critical incident response or support escalation.

Equal Opportunity Statement:

Wing is an equal opportunity employer and it is Wing's policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. Employment at Wing is based solely on a person's merit and qualifications directly related to professional competence. Wing does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. If you have a need that requires accommodation during the interview process due to a disability or special need, please let us know by completing our Candidate Accommodations Request Form.