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Thrive
Thrive
1001 – 5000 Darbinieki
KiberdrošībaKonsultācijas
Thrive ir B2B tehnoloģiju pakalpojumu uzņēmums, kas specializējas pārvaldītos IT, mākoņdatošanas un kiberdrošības pakalpojumos vidējiem un lieliem uzņēmumiem. Tā drošības pakalpojumi ietver pārvaldītu draudu konstatēšanu un reaģēšanu, galapunktu un tīkla aizsardzību, ievainojamību pārvaldību, penetrācijas testēšanu, ugunsmūrus, reaģēšanu uz incidentiem, e-pasta un DNS drošību, kā arī Microsoft 365 un Azure drošību. Thrive nodrošina arī mākoņvides darbību atbalstu, avārijas seku novēršanu, kolokācijas pakalpojumus, pārvaldītus tīklus, uz ServiceNow balstītu IT pakalpojumu pārvaldību, vadības tehnoloģiju konsultācijas un atbilstības programmas. Uzņēmums sadarbojas ar klientiem finanšu pakalpojumu, veselības aprūpes, valsts pārvaldes, izglītības, dzīvības zinātņu un profesionālo pakalpojumu nozarēs, apvienojot konsultācijas ar pastāvīgiem pārvaldītiem pakalpojumiem.
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Vakances uzņēmumā

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.

USAmerikas Savienotās ValstisNYŅujorka
80 000 $ – 105 000 $ / gads
HibrīdiPilna slodzeVidējais līmenisVecākais speciālistsNepieciešamā Valoda: angļuOperācijas

Apraksts

  • 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.

Prasības

  • 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.

Priekšrocības

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

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