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Thrive
Thrive
1001 – 5000 Zaposleni
Kibernetska varnostSvetovanje
Thrive je podjetje za tehnološke storitve B2B, specializirano za upravljane IT-storitve, oblak in kibernetsko varnost za srednje velike in velike organizacije. Njegova varnostna dejavnost vključuje upravljano zaznavanje in odzivanje, zaščito končnih naprav in omrežij, upravljanje ranljivosti, penetracijsko testiranje, požarne zidove, odzivanje na incidente, varnost e-pošte in DNS ter varnost Microsoft 365 in Azure. Thrive podpira tudi delovanje v oblaku, obnovo po katastrofi, kolokacijo, upravljana omrežja, upravljanje IT-storitev na podlagi platforme ServiceNow, svetovanje vodstvom na področju tehnologije in programe skladnosti. Podjetje sodeluje s strankami iz sektorjev, kot so finančne storitve, zdravstvo, javna uprava, izobraževanje, vede o življenju in strokovne storitve, pri čemer združuje svetovanje z nenehnimi upravljanimi storitvami.
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Delovna mesta v podjetju

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.

USZdružene države AmerikeNYNew York
80.000 $ – 105.000 $ / leto
HibridnoPolni delovni časSrednja ravenSeniorZahtevani Jezik: angleščinaOperacije

Opis

  • 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.

Zahteve

  • 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.

Ugodnosti

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

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