Director, Technology Operations

Job Description Summary:

Job Description:

Key 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 Partners 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 FFPs 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.

4) Maintain ITSM Change ARB/TRM and Operational Governance Discipline

• Ensure all partner work is tracked in FFPs 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 FFPs 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 FFPs 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.

Required Qualifications

• 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 update

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.

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. To learn more about Focus visit or follow the company onLinkedIn.

EEO Statement: Focus is an equal opportunity employer and bases its employment decisions on the employee or candidates skillset and without regard to an employee or candidates race color religion sex (including pregnancy) gender identity sexual orientation national origin age disability genetic information veteran status or any other characteristic protected by local state and/or federal law.

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact

The following language is for US based roles only

For California Applicants:Information on your California privacy rights can be found here

For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States a member of the Indiana National Guard or a member of a reserve component.

For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW AN EMPLOYER MAY NOT REQUIRE OR DEMAND AS A CONDITION OF EMPLOYMENT PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.

For Montana Applicants: If hired the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section.

For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the states workers compensation law. If you willfully provide false information about your ability to perform the essential functions of the job with or without reasonable accommodations you may be barred from filing a claim under the provisions of the Workers Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.