Role overview

Qualifications

Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment, focusing on operational execution and customer outcomes.
Solid understanding of core IT operations concepts such as incident, request, change, and problem management, and how these functions integrate within a global service delivery model.
Experience managing remote and distributed teams across multiple geographies or time zones.
ITIL Foundation certification or practical ITIL experience strongly preferred.

Responsibilities

Lead and coach engineering teams to ensure technical excellence, build scalable structures, promote learning, and review performance metrics.
Deliver services that meet or exceed SLAs and KPIs by enforcing standardized processes, managing risks, and assisting in capacity planning and resource allocation.
Act as the primary operational contact for assigned clients, align engineering support with client goals, and collaborate with Account Management and Project Delivery to support the partnership.
Drive customer success through regular assessment of experience, turning feedback into improvements, and maintaining data-driven performance across service health and KPIs.

Key facts

Remote from: United States
Full time
English

Other skills

Team Leadership
Distributed Team Management
Accountability
Collaboration
Communication
Adaptability
Organizational Skills
Prioritization
Problem Solving

About the company

Thrive*

Thrive is a leading provider of NextGen managed services designed to drive business outcomes through application enablement and optimization. The company’s Thrive5 Methodology utilizes a unique combination of its Application Performance Platform and strategic services to ensure each business application takes advantage of technology that enables peak performance, scale, and security. Hundreds of clients rely on Thrive to drive operational efficiencies, security compliance, high availability, and hardened reliability, both on-premise and in the Cloud. The company’s proven approach to managed services enables enterprises all of sizes to realize their goals, for today and tomorrow.

Company details

Company typeLarge

Company size1001 - 5000

Links

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Job description

About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. 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)

Position Overview
The Service Operations Manager is 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 for day-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.

Core Responsibilities

Engineering Team Leadership & Growth

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.

Operational Excellence & Service Delivery Execution

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

Strategic Client Relationship Management

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.

Customer Success Ownership

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 spotting upsell or expansion opportunities linked to customer goals.

Data Driven Performance Management

Track and 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.

Collaboration & Cross Functional Alignment

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 by facilitating coordination and communication among teams.
Work with leadership to implement initiatives that improve efficiency, quality, and scalability.

Resource & Budget Management

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.

Qualifications

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 develop, mentor, and grow engineering teams, fostering a culture of accountability, learning, and high performance.

Experience supporting complex customer environments that require adherence to strict SLAs, regulatory controls, and high availability service expectations.

Ability to analyze operational data, identify trends, and drive improvements using metrics based decision making.

Strong communication skills with the ability to translate technical and operational details into clear, actionable information for both engineers and client stakeholders.

Proven success in building and maintaining trusted client relationships, including managing expectations, communicating service performance, and advocating for customer needs internally.

Demonstrated effectiveness in collaborating cross functionally with Project Delivery, Account Management, Engineering, and other operational teams.

Ability to balance hands-on operational oversight with forward thinking process improvement and scalability initiatives.

Experience managing remote and distributed teams across multiple geographies or time zones.

ITIL Foundation certification or practical ITIL experience strongly preferred.

Strong organizational, problem solving, and prioritization skills in a fast paced, rapidly evolving environment.

Comfortable working outside standard business hours when required (major incidents, escalations, or on call rotation).

Base Salary Range: $90-120k

Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

Thrive is committed to providing fair and equitable compensation practices for all employees and strive to provide competitive salaries that reflect the value and skills each team member brings to our organization. Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.