Manager, Service Operations

About Us

About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Location: US Based – East Coast (Remote)

The Service Operations Manageris responsible for leading, developing, and scaling high performing engineering support teams to deliver consistently exceptional customer experience. In partnership with the Director, Managed Services, this role drives operational excellence, engineers’ professional growth, and strong client relationships that reinforce long term customer success.

This leader acts as the operational owner forday-to-day service performance across assigned accounts, strengthening the technical execution of engineering teams while ensuring services are delivered with predictability,quality and a proactive mindset.

• Lead and coach engineering teams to ensure technical excellence and accountability.
• Build scalable team structures and workflows to support growth and meet changing customer needs.
• Promote a culture of learning and collaboration for ongoing skill development.
• Review performance metrics and guide engineers on technical and professional improvement.

• Deliver services that meet or exceed SLAs, KPIs, and customer expectations.
• Enforcestandardizedprocesses, quality documentation, effective communication, and escalation protocols.
• Track operations,identify risks early, and resolve issues proactively.
• Assistin capacity planning, workload distribution, and resource allocation for operational goals.

• Serve as the main operational contact for assigned clients, building transparent and responsive relationships.
• Align engineering support with client business needs and goals.
• Collaborate with Account Management and Project Delivery for unified service.
• Join customer reviews, service discussions, and roadmap planning to support the partnership.

• Regularly assess customer experience and drive actions to boost satisfaction, reliability, and value.
• Turn customer feedback into practical improvements for engineering and service teams.
• Support renewal readiness through effective service delivery and by spottingupsellor expansion opportunities linked to customer goals.

• Trackand respond to service KPIs like SLA attainment, response/resolution times, backlog status, and customer sentiment.
• Use data to inform decisions, enhance team performance, and report trends to leadership and clients.
• Regularly manage metrics,service health, and operational reports.

• Collaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharing.
• Support the onboarding process for new customers and technologies byfacilitatingcoordination and communication among teams.
• Work with leadership to implement initiatives that improve efficiency, quality, and scalability.

• Maintain team staffing plans and budget alignment to support business growth, SLA commitments, and service quality requirements.

• Participate in hiring, onboarding, and workforce planning to ensure a strong, scalable engineering support bench.

• Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment, with a strong focus on operational execution and customer outcomes.
• Solid understanding of core IT operations concepts such as incident, request, change, and problem management, as well as how these functions integrate within a global service delivery model.
• Demonstrated ability to…