Director, Technology Operations

About the Role

The Director, Technology Operations, leads the operational service management function within Infrastructure & Operations (I&O). This role directly manages the Service Delivery Managers responsible for governing partner-delivered day-to-day infrastructure operations across the in-scope service towers, including Network Administration, Server & Storage Administration, Cloud Infrastructure Services, Monitoring & Event Management, Infrastructure Protection, and Identity & Access Management. The Director ensures operational service health, Managed Services Partner performance, escalation management, stakeholder engagement, and operational governance.

Responsibilities

• Lead Technology Operations and Service Delivery Management
  • Directly manage the Service Delivery Managers responsible for operational service performance, stakeholder engagement, escalations, and partner accountability across assigned infrastructure service areas.
  • Establish clear operating expectations for SDMs, including service review cadence, escalation handling, performance reporting, and operational ownership boundaries.
  • Ensure the Technology Operations function owns service health and partner outcomes without duplicating the Managed Services Partner’s routine execution responsibilities.
• Govern Managed Services Partner Performance Across In-Scope Towers
  • Oversee partner delivery across Network Administration, Server & Storage Administration, Cloud Infrastructure Services, Monitoring & Event Management, Infrastructure Protection, and Identity & Access Management.
  • Ensure partner execution covers Tier 2 administration and operations, including health checks, routine maintenance, documented operational work, incident resolution, service request fulfillment, monitoring/event triage, and escalation support.
  • Hold the partner accountable for support across FFP’s distributed operating environment and for operating within agreed service scope, coverage model, escalation model, and service acceptance criteria.
• Own Operational Service Health, SLA/KPI Governance, and Reporting
  • Define and maintain operating visibility into SLA compliance, ticket trends, response/resolution performance, backlog aging, reopen/rework rates, runbook adherence, CSAT, escalation accuracy, automation impact, and service tower performance.
  • Ensure monthly operations reports, real-time ServiceNow dashboards, weekly operational syncs, quarterly business reviews, and annual efficiency reporting provide actionable visibility into performance, risk, and improvement opportunities.
  • Drive remediation plans for repeated SLA/KPI misses, persistent service degradation, or tower-level performance concerns; ensure every issue has an owner, due date, and escalation path.
• Maintain ITSM, Change, ARB/TRM, and Operational Governance Discipline
  • Ensure all partner work is tracked in FFP’s ServiceNow instance, including work originating from email, project plans, monitoring alerts, or ad-hoc requests.
  • Ensure partner representatives follow FFP Change Management and attend CAB as required for planned changes; no partner-executed changes may proceed without appropriate approval.
  • Ensure partner operations remain inside FFP architectural guardrails defined through ARB and TRM governance; partner recommendations must be proposed through FFP processes, not implemented unilaterally.
• Partner with Architecture, Design & Delivery on Operational Readiness
  • Partner with the Director, Technology Architecture, Design & Delivery to receive new infrastructure capabilities into operations through a formal operational readiness motion.
  • Validate that new or changed services have documented support models, runbooks, monitoring requirements, escalation paths, access requirements, change procedures, service acceptance criteria, and partner training before transition to steady-state operations.
  • Provide operational feedback into architecture and design decisions so new capabilities are supportable, measurable, secure, and aligned to partner delivery capabilities before production handoff.
• Lead Transition, Knowledge Transfer, and Runbook Maturity
  • Oversee transition activities including discovery, knowledge transfer, access/tooling readiness, shadowing/reverse shadowing, operational readiness reviews, go-live readiness, and hypercare stabilization.
  • Ensure runbooks and standard operating procedures are developed, reviewed, accepted, maintained in FFP’s environment, and treated as enduring FFP operational assets.
  • Use runbook adherence and operational readiness gates to reduce reliance on tribal knowledge and ensure consistent execution by partner resources.
• Drive Escalation Management and Stakeholder Confidence
  • Serve as the operational escalation leader for significant infrastructure service issues, recurring performance concerns, partner delivery breakdowns, and operational risk items.
  • Maintain clear stakeholder communication during major incidents, sustained degradation, or recurring operational issues, ensuring business and IT stakeholders have timely, factual visibility.
  • Coordinate with Service Desk, service owners, architecture, cybersecurity/risk, Process & Tooling, and partner leadership to resolve operational issues and prevent recurrence.
• Partner with Process & Tooling on Continuous Improvement and Automation
  • Collaborate with the Process & Tooling team to identify systemic operational patterns, automation candidates, reporting gaps, process defects, and tooling improvement opportunities.
  • Ensure partner-driven automation and efficiency opportunities are measured, prioritized, governed, and reported as part of the service improvement lifecycle.
  • Confirm automations, scripts, workflows, dashboards, runbook improvements, and operational artifacts are documented, maintained in FFP’s environment, and aligned to FFP standards.
• Support Resiliency, Monitoring, and Service Continuity Expectations
  • Ensure monitoring and event management processes provide actionable alert triage, event correlation, appropriate alert-to-ticket conversion, critical event notification, and noise reduction.
  • Coordinate operational support for backup monitoring/remediation, capacity monitoring, patch/maintenance activity, and critical infrastructure service continuity expectations.
  • Partner with architecture, systems, cybersecurity/risk, and Process & Tooling to ensure resiliency and DR-related operational requirements are visible, documented, tested where applicable, and supportable.

Requirements

• Experience leading enterprise infrastructure operations, service delivery management, or managed services governance across distributed enterprise environments.
• Demonstrated ability to manage service delivery leaders or service owners responsible for operational performance, escalations, stakeholder communication, and partner accountability.
• Strong understanding of ITSM operating practices, ServiceNow-based work tracking, incident/request/change processes, SLA/KPI governance, operational dashboards, and executive-ready service reporting.
• Experience governing managed services partners or outsourced operations teams at scale (multi-million-dollar engagements), including performance management, escalation management, runbook maturity, transition/hypercare, and continuous improvement expectations.
• Working knowledge across infrastructure domains such as network, systems/server, storage/backup, monitoring/event management, identity and access management, and hybrid cloud-adjacent operational models.
• Proven ability to partner with architecture, cybersecurity/risk, PMO, service owners, and business stakeholders to ensure operational readiness and supportability for new or changed services.
• Strong executive communication skills with ability to translate operational performance, risk, and service health into concise, actionable leadership updates.

Preferred Qualifications

• Experience building or transforming an organization that governs partner-delivered operations while preserving internal decision rights, service ownership, and standards accountability.
• Experience establishing operational readiness gates, service acceptance criteria, runbook governance, and production handoff processes for infrastructure capabilities.
• Experience with regulated environments requiring strong change discipline, auditability, security/risk alignment, and formal operational governance.
• Experience using data-driven service improvement methods to reduce recurring incidents, improve monitoring quality, optimize workflows, and mature automation in partnership with process/tooling teams.
• Familiarity with ITIL-aligned service management practices, SIAM concepts, vendor performance management, and operating model transformation from internal execution to managed services governance.

About the Company

Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs.