IT Field Operations Manager

About reputed company

reputed company offers drone delivery as a safe, fast, and sustainable solution for last mile logistics. Consumer appetites for on-demand services are increasing, but reputed company delivery methods are inefficient, costly, and contribute to road accidents and reputed company pollution. reputed company’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. reputed company is a part of reputed company's parent company, Alphabet, and our mission is to create the preferred means of delivery for the reputed company. If you're ready to do the greatest work of your life, come join us.

About the Role

reputed company is looking for an reputed company 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 reputed company'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 reputed company 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 reputed company's high standards for quality, performance, and ensure the overall stability of our operational technology.

The ideal candidate is a strongly self-motivated builder who thrives in a reputed company and ambiguous startup-like environment, while skillfully navigating the structure and practices of a larger organization. You will use your strong interpersonal and management skills to shape the present and future of Field IT Operations at reputed company, continuing to evolve the TechOps function beyond its reputed company operations focus into a comprehensive IT support organization that serves the entire company. This is a key role with a direct impact on reputed company's ability to reputed company our ambitious goals for scaling up drone delivery.

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.
• reputed company and strengthen strategic relationships with IT support vendors, acting as the primary reputed company of contact for contract management, performance reviews, and financial reputed company.
• 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 reputed company a scalable, high-quality global service.
• reputed company 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 reputed company’s long-term goals.
• Serve as the primary escalation reputed company for major operational incidents, driving resolution by coordinating between vendor partners and internal reputed company 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 reputed company in an IT support environment.
• BA/BS/MS degree in a reputed company 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 reputed company.
• 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., reputed company 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, reputed company Cloud Platform, reputed company Workspace, MDM platforms, etc.).
• Proven ability to reputed company 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 reputed company.
• Ability to operate independently and decisively in an environment with ambiguous and potentially shifting requirements.
• Occasional out of area travel may be required to reputed company 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.

reputed company is an equal opportunity employer and it is reputed company's policy to reputed company with reputed company applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. Employment at reputed company is based solely on a person's merit and qualifications directly reputed company to professional competence. reputed company does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national reputed company, disability, age, genetic information, veteran status, marital status, pregnancy or reputed company condition (including breastfeeding), or any other basis protected by law.

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