Managed File Operations Lead

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships. We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.
The Momentum Lead is responsible for leading the global Momentum Operations team and ensuring stability, reliability, security, governance, and continuous improvement of the Momentum Managed File Transfer platform and related services. The role oversees platform monitoring, production support, incident management, client onboarding, Momentum profile builds, change implementation, disaster recovery testing, and service delivery governance.
The Operations Lead serves as the primary leader for operational excellence and platform stewardship across the Momentum environment. This individual drives accountability, ownership, process standardization, technical discipline, and service quality while partnering closely with Engineering, Infrastructure, Security, Risk, Compliance, vendors, clients, and business stakeholders.
This role combines technical operations leadership, people management, strategic planning, risk management, and client service oversight. The successful candidate must protect the production environment, enforce established controls, and have the authority and confidence to challenge, delay, or reject requests that introduce unnecessary risk or do not meet testing, security, operational, or supportability requirements.
Principal Responsibilities
Leadership and Resource Management
· Lead and manage the global Momentum Operations team responsible for production support, platform administration, client onboarding, and profile build activities.
· Establish clear performance objectives and conduct regular performance discussions and annual reviews.
· Develop staffing models, technical coverage, and support rotations appropriate for a mission-critical, 24x7 service.
· Build a culture of accountability, ownership, collaboration, engineering respect, procedural discipline, and continuous improvement.
· Ensure the team has the documentation, training, and technical understanding required to support Momentum safely and consistently.
Service Delivery and Operational Management
· Own the operational support model for Momentum and ensure all issues have clear ownership, status tracking, escalation paths, and resolution plans.
· Provide leadership during production incidents and major service disruptions.
· Coordinate cross-functional response activities across Operations, Engineering, Infrastructure, Security, Risk, Compliance, and external vendors.
· Ensure achievement of service objectives and delivery commitments without compromising platform controls, stability, or client data protection.
· Monitor platform health, operational measures, service trends, capacity, and recurring issues to proactively identify risks and improvement opportunities.
· Drive improvements that increase platform stability, reliability, recoverability, efficiency, and long-term supportability.
· Define, develop, and monitor meaningful measures for operational effectiveness, risk, control adherence, incident trends, profile build quality, and service stability.
· Use ServiceNow, reporting tools, dashboards, and operational data to identify trends, recurring failures, control gaps, and improvement opportunities.
· Track incomplete testing, failed changes, recurring incidents, overdue corrective actions, control exceptions, and undocumented manual processes to closure.
Incident, Problem, and Change Management
· Oversee incident response, root cause analysis, corrective actions, and problem management activities.
· Govern production implementations, maintenance activities, configuration changes, system upgrades, and platform releases.
· Ensure testing, validation, implementation planning, rollback procedures, technical review, and risk assessments are completed before production changes.
· Ensure all changes are tested in the appropriate non-production environment before production implementation. Production must not be used as a testing environment.
· Reject or delay changes that do not meet operational, engineering, security, compliance, testing, or supportability standards.
· Prevent unvalidated manual workarounds, unsupported processes, or control bypasses from becoming accepted production practices.
· Partner with Engineering to improve platform resiliency, reduce recurring incidents, and address technical debt.
Momentum Profile Build and Client Onboarding Governance
· Own the operational governance and review process for Momentum profile build and client onboarding requests.
· Review profile configurations, file routing, endpoints, directories, naming standards, schedules, dependencies, encryption requirements, certificates, transmission protocols, file processing logic, and support procedures.
· Confirm each request includes complete business and technical requirements, accountable ownership, appropriate approvals, test evidence, implementation instructions, rollback steps, and production support documentation.
· Assess requests for consistency with established platform standards, security requirements, operational controls, resiliency expectations, and long-term supportability.
· Challenge custom designs, direct production file placement, manual intervention, control exceptions, or one-off solutions that create avoidable risk.
· Ensure profile builds are repeatable, documented, traceable, and capable of being supported by the global Operations team.
· Maintain clear separation of duties and appropriate review and approval controls throughout the build and implementation process.
Client Service and Stakeholder Management
· Serve as a senior escalation point for business partners and clients.
· Drive timely and effective issue resolution while maintaining technical, risk, and control standards.
· Lead clear communications during incidents, maintenance activities, production changes, and major operational events.
· Develop strong relationships across Technology, Operations, Risk, Compliance, vendors, clients, and business units.
· Provide constructive challenges when proposed timelines or solutions place production stability, client data, or operational integrity at risk.
· Clearly explain decisions, risks, required controls, and remediation actions to both technical and non-technical stakeholders.
Platform Governance and Risk Management
· Act as a steward of the Momentum environment, with responsibility for protecting production stability, client data, service integrity, and platform supportability.
· Ensure adherence to approved procedures, engineering standards, security requirements, change controls, and compliance obligations.
· Establish a risk-first operating culture where stability, security, resiliency, recoverability, and control effectiveness take precedence over convenience or delivery pressure.
· Maintain controls supporting regulatory, audit, access management, and data protection obligations.
· Oversee platform access controls, privileged activity, operational governance, and periodic access reviews.
· Support and govern Business Continuity Planning and Disaster Recovery testing, including documented results and follow-up actions.
· Identify operational and technical risks early, assign accountable owners, track mitigation plans, and escalate unresolved concerns.
Technical Leadership and Engineering Partnership