Manager, Service Operations

Service Operations Manager

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
• Operational Excellence & Service Delivery Execution
• Strategic Client Relationship Management
• Customer Success Ownership
• Data Driven Performance Management
• Collaboration & Cross Functional Alignment
• Resource & Budget Management

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.