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Thrive
Thrive
1,001 – 5,000 Employees
ConsultingCybersecurity
Thrive is a B2B technology services company specializing in managed IT, cloud, and cybersecurity for mid-market and enterprise organizations. Its security practice spans managed detection and response, endpoint and network protection, vulnerability management, penetration testing, firewalls, incident response, email and DNS security, and Microsoft 365 and Azure security. Thrive also supports cloud operations, disaster recovery, colocation, managed networks, ServiceNow-based IT service management, executive technology advisory, and compliance programs. The company works with clients in sectors including financial services, healthcare, government, education, life sciences, and professional services, combining consulting with ongoing managed services.
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Service Operations Manager

Lead managed IT engineering support teams at Thrive, with responsibility for service delivery and client operations. Improve SLA performance, customer success, and the scale of cross-functional services.

USUnited StatesNYNew York
$80,000 – $105,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredOperations

Description

  • Lead and grow engineering support teams.
  • Manage daily service performance and operational standards across assigned accounts.
  • Keep services aligned with SLAs, KPIs, and customer expectations.
  • Create consistent processes for documentation, communications, quality, and escalations.
  • Monitor operations, spot risks, and address issues early.
  • Help plan capacity, distribute workloads, and allocate resources.
  • Act as the main operational contact for assigned clients.
  • Align engineering support with client priorities and business goals.
  • Coordinate with Account Management, Project Delivery, Engineering, and Central Services.
  • Join customer reviews, service discussions, and roadmap planning.
  • Evaluate customer experience and improve satisfaction, reliability, and value.
  • Turn customer feedback into improvements for engineering and service teams.
  • Prepare for renewals and identify potential expansion opportunities.
  • Monitor SLA results, response and resolution times, backlog, customer sentiment, service health, and operational reporting.
  • Use operational data to improve team performance and share trends with leaders and clients.
  • Help onboard new customers and technologies.
  • Deliver initiatives that increase efficiency, quality, and scalability.
  • Keep staffing plans aligned with budgets.
  • Contribute to hiring, onboarding, and workforce planning.

Requirements

  • Have experience leading engineering or technical support teams in managed services or enterprise IT.
  • Understand incident, request, change, and problem management.
  • Have experience with global service delivery models.
  • Show the ability to develop, mentor, and grow engineering teams.
  • Have supported complex customer environments with strict SLAs, regulatory controls, and high availability needs.
  • Be able to analyze operational data, identify trends, and drive improvements based on metrics.
  • Communicate technical and operational information clearly.
  • Have a track record of building and maintaining client relationships.
  • Have worked across Project Delivery, Account Management, Engineering, and operational teams.
  • Balance operational oversight with process improvement and scaling services.
  • Have managed remote, distributed teams across multiple regions or time zones.
  • ITIL Foundation certification or practical ITIL experience is strongly preferred.
  • Have strong organizational, problem-solving, and prioritization skills.
  • Be willing to work outside standard business hours when needed.
  • Be comfortable handling major incidents and escalations or participating in an on-call rotation.

Benefits

  • Eligible for a bonus.
  • Training and guidance to support career growth.
  • Opportunities to develop professional skills.
  • Hybrid work arrangement.

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