Technology Operations Service Delivery Lead

Focus Financial Partners; St. Louis (MO); On-site; USD 150,000 - 170,000; Full time

Job summary

Focus Financial Partners is seeking a Service Delivery Manager for Technology Operations to govern service delivery across assigned towers, interfacing with internal service consumers and the Managed Services Partner. The role focuses on performance, contract accountability, and continuous improvement rather than hands-on engineering.

Success means reliable, transparent services, proactive issue resolution, and alignment with FFP standards, while maintaining strong stakeholder communication and

Qualifications

• Experience in service delivery management and vendor/partner oversight.
• Proven ability to manage service performance via SLAs and KPIs.
• Strong ITSM knowledge and ServiceNow-based operating models.
• Ability to coordinate across service consumers, technical teams, and leadership.
• Experience with operational readiness, service acceptance, and hypercare activities.
• Excellent written and verbal communication with structured escalation handling.

Responsibilities

• Own day-to-day service delivery oversight for assigned towers (network, server/storage, cloud infra, monitoring, security).
• Monitor service health, ticket flow, SLA/KPI compliance, and stakeholder sentiment.
• Ensure issues are visible, tracked, and driven to closure with action plans.
• Coordinate escalations for major incidents and service degradations.
• Maintain governance discipline in ticket/workflow systems and change management.
• Lead continuous improvement, runbooks, and service maturity initiatives.
• Represent the consumer in partner engagements and ensure timely, quality service delivery.

Tools

ServiceNow

Job description

Focus Financial Partners is seeking a Service Delivery Manager for Technology Operations to govern service delivery across assigned towers, interfacing with internal service consumers and the Managed Services Partner. The role focuses on performance, contract accountability, and continuous improvement rather than hands-on engineering.

Success means reliable, transparent services, proactive issue resolution, and alignment with FFP standards, while maintaining strong stakeholder communication and