Director, Technology Operations

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.

• 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.
• lead transition, knowledge transfer, and runbook maturity: oversee transition activities including discovery, knowledge transfer, access/tooling readiness, shadowing/reverse shadowing,…