Job Description Summary: 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.
This role owns operational service health, Managed Services Partner performance, escalation management, stakeholder engagement, and operational governance. The Director ensures partner work is executed within FFP standards, ServiceNow workflows, Change Management, ARB/TRM guardrails, documented runbooks, SLA/KPI expectations, and agreed service acceptance criteria.
The role partners closely with the Director, Technology Architecture, Design & Delivery to receive new infrastructure capabilities into operations, validate supportability, confirm runbook and knowledge requirements, and ensure the partner can effectively manage newly delivered capabilities before operational ownership is transferred.
Job Description: Key ResponsibilitiesLead 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.
4) 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.
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.
