Field Services Tech Ops Senior Manager

About this role:
Wells Fargo is seeking a Field Services Technology Operations Senior Manager to lead End User Support.
This role is a key leadership position within the Chief Technology Office (CTO), accountable for driving enterprise‑wide excellence across Desk-Side Support and Field Tech Services. The leader in this role ensures operational stability, service quality, and regulatory compliance across all supported locations-fully aligned to Wells Fargo's risk‑management culture, customer‑centric focus, and operational execution standards.
This role oversees large‑scale service delivery operations, manages multiple teams through direct people leaders, and partners closely with Technology partners, business line stakeholders, and Enterprise Functions to maintain a secure, resilient, and productive technology environment for Wells Fargo employees.
In this role, you will:

• Manage and develop teams of managers and individual contributors performing work of moderate complexity and risk within Technology Operations.
• Oversee operational outcomes of critical IT services delivered by network services, database services, and infrastructure services, including server and storage environments.
• Engage, influence, and collaborate with stakeholders, internal partners, and peer organizations.
• Identify, recommend, and drive improvements in technology operations processes and capabilities.
• Leverage metrics and analytics to support highly automated, latency‑sensitive, and business‑critical applications.
• Lead key strategic initiatives related to infrastructure availability and service continuity.
• Oversee backup, recovery, and periodic resilience testing to ensure business continuity.
• Partner with IT Risk, Compliance, and all lines of defense-including Audit-to ensure platform risks are proactively identified and mitigated.
• Implement sustainable controls in partnership with Operational Risk to maintain a strong risk posture.
• Manage cost structures, demand planning, and resource capacity-including external resources as appropriate.
• Set strategy, priorities, and direction for the technology operations teams to meet business and operational commitments.
• Interpret, implement, and enhance policies and procedures to support operational effectiveness.
• Collaborate with and influence stakeholders at all levels, including senior managers.
• Manage allocation of people and financial resources to ensure commitments are met and aligned with strategic objectives.
• Build and reinforce a culture of talent development, continuous improvement, and operational excellence.

Required Qualifications:

• 6+ years of Technology Operations experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience
• 3+ years in setting strategy, automation, and continuous improvements
• 3+ years managing and developing managers and/or senior individual contributors in an IT or end-user environment

Desired Qualifications:

• 6+ years of experience leading and developing managers and/or senior individual contributors in an IT or end user services environment
• 6+ years of experience in IT support or field services
• Ability to lead and drive operational efficiencies, improvements, and automation initiatives
• Ability to partner effectively with senior leaders, business stakeholders, and peer organizations
• Experience owning processes, procedures, or service offerings with moderate to high complexity
• Strong understanding of IT service operations, incident/problem management, and continuous improvement frameworks
• Ability to translate strategy into scalable operational execution
• Demonstrated discipline in risk management and adherence to enterprise policies and controls
• Experience balancing business outcomes with regulatory and risk requirements
• Comfort operating in a highly governed environment

Job Expectations:

• This position offers a hybrid work schedule
• Relocation assistance is not available for this position
• This position is not eligible for visa sponsorship