Tech Operations Service Delivery Lead

Focus Financial Partners; St. Louis (MO); On-site; USD 120,000 - 160,000; Full time

Job summary

Focus Financial Partners in St. Louis seeks a Service Delivery Manager, Technology Operations, to oversee day-to-day service delivery across multiple towers, ensuring reliable and measurable outcomes for internal consumers and the Managed Services Partner.

This role emphasizes governance, escalation, and continuous improvement rather than hands-on engineering, aligning services with contractual commitments, performance metrics, and industry standards.

Qualifications

• Experience in service delivery management, vendor/partner oversight, IT operations governance, or similar leadership roles.
• Proven ability to manage service performance through SLAs, dashboards, reviews, and escalation management.
• Strong understanding of ITSM practices and ServiceNow-based operating models.

Responsibilities

• Own day-to-day service delivery oversight for assigned towers across networks, servers, cloud, monitoring, and identity management.
• Monitor SLA/KPI performance, ticket flow, backlog aging, and runbook adherence to drive closure.
• Serve as the primary operational accountability between Focus Financial Partners and the Managed Services Partner.
• Coordinate major incidents with clear ownership, remediation plans, and post‑incident reviews.
• Maintain governance discipline using ServiceNow workflows, change management, and auditable records.

Skills

Service delivery management

Vendor/partner management

IT operations governance

ITSM

ServiceNow

Escalation management

Job description

Focus Financial Partners in St. Louis seeks a Service Delivery Manager, Technology Operations, to oversee day-to-day service delivery across multiple towers, ensuring reliable and measurable outcomes for internal consumers and the Managed Services Partner.

This role emphasizes governance, escalation, and continuous improvement rather than hands-on engineering, aligning services with contractual commitments, performance metrics, and industry standards.