Engineering Services Ops Leader

Thrivenextgen; New York (NY); On-site; USD 80,000 - 105,000; Full time

Job summary

Thrive is seeking a Service Operations Manager to lead engineering support teams, drive operational excellence, and strengthen client relationships across our managed services portfolio.

You will own day-to-day service performance, coach engineers, manage capacity and budgets, and collaborate with Account Management and Project Delivery to enhance quality, reliability, and customer outcomes across global accounts.

Qualifications

• Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment, with a strong focus on operational execution and customer outcomes.
• Demonstrated ability to develop, mentor, and grow engineering teams, fostering accountability, learning, and high performance.
• Experience supporting complex customer environments with adherence to strict SLAs, regulatory controls, and high availability service expectations.
• Ability to analyze operational data, identify trends, and drive improvements using metrics-based decision making.
• Strong communications skills with the ability to translate technical and operational details into clear, actionable information for both engineers and client stakeholders.

Responsibilities

• Lead engineering teams to ensure technical excellence and accountability.
• Build scalable team structures and workflows to support growth and changing customer needs.
• Promote a culture of learning and collaboration for ongoing skill development.
• Review performance metrics and guide engineers on improvement.
• Delivers services that meet SLAs, KPIs, and customer expectations.
• Enforce standardized processes, quality documentation, and escalation protocols.
• Track operations, identify risks early, and resolve issues proactively.
• Assist in capacity planning, workload distribution, and resource allocation.
• Serve as the main operational contact for assigned clients, aligning engineering support with client goals.
• Collaborate with Account Management and Project Delivery for unified service.

Skills

Engineering leadership

IT operations

Mentoring & growth

SLA & regulatory

Data-driven decisions

Communication

Client relationship management

Cross-functional collaboration

Remote team management

ITIL knowledge

Education

ITIL Foundation certification

Job description

Thrive is seeking a Service Operations Manager to lead engineering support teams, drive operational excellence, and strengthen client relationships across our managed services portfolio.

You will own day-to-day service performance, coach engineers, manage capacity and budgets, and collaborate with Account Management and Project Delivery to enhance quality, reliability, and customer outcomes across global accounts.