[Remote] Manager, Service Operations

Note: The job is a remote job and is open to candidates in USA. Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. The Service Operations Manager is responsible for leading and developing high performing engineering support teams to deliver exceptional customer experiences while driving operational excellence and fostering strong client relationships.ResponsibilitiesLead and coach engineering teams to ensure technical excellence and accountabilityBuild scalable team structures and workflows to support growth and meet changing customer needsPromote a culture of learning and collaboration for ongoing skill developmentReview performance metrics and guide engineers on technical and professional improvementDeliver services that meet or exceed SLAs, KPIs, and customer expectationsEnforce standardized processes, quality documentation, effective communication, and escalation protocolsTrack operations, identify risks early, and resolve issues proactivelyAssist in capacity planning, workload distribution, and resource allocation for operational goalsServe as the main operational contact for assigned clients, building transparent and responsive relationshipsAlign engineering support with client business needs and goalsCollaborate with Account Management and Project Delivery for unified serviceJoin customer reviews, service discussions, and roadmap planning to support the partnershipRegularly assess customer experience and drive actions to boost satisfaction, reliability, and valueTurn customer feedback into practical improvements for engineering and service teamsSupport renewal readiness through effective service delivery and by spotting upsell or expansion opportunities linked to customer goalsTrack and respond to service KPIs like SLA attainment, response/resolution times, backlog status, and customer sentimentUse data to inform decisions, enhance team performance, and report trends to leadership and clientsRegularly manage metrics, service health, and operational reportsCollaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharingSupport the onboarding process for new customers and technologies by facilitating coordination and communication among teamsWork with leadership to implement initiatives that improve efficiency, quality, and scalabilityMaintain team staffing plans and budget alignment to support business growth, SLA commitments, and service quality requirementsParticipate in hiring, onboarding, and workforce planning to ensure a strong, scalable engineering support benchSkillsProven experience leading engineering or technical support teams within a managed services or enterprise IT environment, with a strong focus on operational execution and customer outcomesSolid 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 modelDemonstrated ability to develop, mentor, and grow engineering teams, fostering a culture of accountability, learning, and high performanceExperience supporting complex customer environments that require adherence to strict SLAs, regulatory controls, and high availability service expectationsAbility to analyze operational data, identify trends, and drive improvements using metrics based decision makingStrong communication skills with the ability to translate technical and operational details into clear, actionable information for both engineers and client stakeholdersProven success in building and maintaining trusted client relationships, including managing expectations, communicating service performance, and advocating for customer needs internallyDemonstrated effectiveness in collaborating cross functionally with Project Delivery, Account Management, Engineering, and other operational teamsAbility to balance hands-on operational oversight with forward thinking process improvement and scalability initiativesExperience managing remote and distributed teams across multiple geographies or time zonesStrong organizational, problem solving, and prioritization skills in a fast paced, rapidly evolving environmentComfortable working outside standard business hours when required (major incidents, escalations, or on call rotation)ITIL Foundation certification or practical ITIL experience strongly preferredCompany OverviewThrive Networks is an outsourced IT provider with an outstanding record of success we have achieved for clients. It was founded in 2000, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://thrivenextgen.com/.Company H1B SponsorshipThrive has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2024, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.