Service Operations Manager
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Job Description
Service Operations Manager leading engineering support teams for exceptional customer experience at Thrive. Driving operational excellence and building strong client relationships in a remote work environment.
Responsibilities:
- Lead and coach engineering teams to ensure technical excellence and accountability
- Build scalable team structures and workflows to support growth
- Deliver services that meet or exceed SLAs, KPIs, and customer expectations
- Serve as the main operational contact for assigned clients
- Regularly assess customer experience and drive actions to boost satisfaction
- Track and respond to service KPIs like SLA attainment
Requirements:
- Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment
- Solid understanding of core IT operations concepts such as incident, request, change, and problem management
- Demonstrated ability to develop, mentor, and grow engineering teams
- Experience supporting complex customer environments that require adherence to strict SLAs
- Ability to analyze operational data, identify trends, and drive improvements
- Strong communication skills
- Proven success in building and maintaining trusted client relationships
- Demonstrated effectiveness in collaborating cross functionally
- Experience managing remote and distributed teams
- ITIL Foundation certification or practical ITIL experience strongly preferred
- Strong organizational, problem solving, and prioritization skills
Benefits:
- Competitive salary
- Professional development opportunities
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