Director of Service Delivery

About Us:

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.

Thrive is on the look-out for individuals whodon’tview their weekdays spent at “a job” butrather look to develop valuable skills that ignite their passion and lead to a CAREER.Ifyou’re attracted to a “work hard, play hard” environment, seeking the guidance,training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

As Director of Service  Delivery, the ideal candidate willbe responsible for leading our technical support management and engineering teams in providing excellent customer service and resolving all technical issues. This person should have a solid technical background combined with customer service expertise. A problem-solving attitude with an ability to motivate an engineering team to achieve specific goals are essential skills to perform well in this position.

Ultimately, youshould be able to ensure high quality technical support and increase client satisfaction.

Responsibilities

• Responsible for leading and managing ourUKsupport
  
  PODs, Global 01 and Field Service steams.

• Motivate and coach both management and individual contributor level team members to achieve departmental goals and drive excellent and consistent customer service.

• Lead Thrive’smanaged services team fromcustomerservice, technical andcareer development perspective.

• Continue to scale service team(s) through growth ensuring consistent and seamless client service experience.

• Ensure managed services team is working toward departmental goals in themost efficient and effective manner.

• Ensure managed services team meets or exceeds all service level agreements from email, phone, event, incident, problem, and change management process.

• Conduct annual performance reviews for all managed services direct reports.

• Uphold procedural requirements related,but not limitedtoprioritisation,communication,documentationandescalations.

• Continually follow best practices through the entire technical support process.

• Follow up with customers toidentifyareas of improvement and provide customer feedback to the appropriate internal teams and management.

• Apoint of escalation for managed services, customerserviceand technical issues.

• Work closely with supporting teams to helpidentifyopportunities for improvement and drive solutions that will ensure effective and efficient service delivery.

• Identify opportunities for procedural enhancement and work with service leadership to develop and implement enhancements.

• Ability to adjust priorities to balance responsibilities in a fast-paced environment.

• Available to work outside of standard hours when necessary or as part of on call rotation if applicable.

Qualifications

• Bachelor’s degree in information technologyor related discipline preferred, or equivalent combination of education and relevant work experience

• 3-5 years of managerial experience; callcentre or managed services experience preferred.

• Experience leading management and individual contributor level teams preferable.

• Technical subject matter expert on Managed Service Provider(MSP) products as they relate to Thrive’sservicecatalogue.

• Experience managing complex projects, clients, partners, and organizations.

• ITIL certification and practice preferred.

• Proven experience managing remote resources and large teams.

• Strong analytical and problem-solving skills.

• Forward thinking, not afraid to challenge the norm.

• Proficiency in using data analysis tools and methodologies.

• Effective communication and interpersonal abilities.

• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Strong written and verbal communication skills.