Service Operations Lead: Engineering & Customer Success

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

Benefits offered by this job

Bonus eligible

Job summary

Thrive in New York seeks a Service Operations Manager to lead engineering support teams, driving operational excellence, strengthening client relationships, and ensuring service performance aligns with SLAs across multiple accounts.

You will partner with the Director, Managed Services to scale teams, implement data-driven improvements, manage budgets, and coordinate with cross-functional groups to deliver reliable, high-quality IT services across geographies.

Qualifications

• Proven experience leading engineering or technical support teams in managed services or enterprise IT.
• Strong grasp of incident, request, change, and problem management within global service delivery.
• Experience mentoring teams and driving high performance.
• Experience managing SLAs, compliance, and high availability environments.
• Ability to analyze operational data and drive improvements with metrics.

Responsibilities

• Lead and scale high performing engineering support teams to deliver exceptional customer experience.
• Own day-to-day service performance across assigned accounts with focus on predictability and quality.
• Collaborate with Account Management and Project Delivery for unified service.
• Drive capacity planning, workload distribution, and resource allocation.
• Manage remote and distributed teams across geographies.
• Represent operational contact in customer reviews and roadmap planning.

Skills

Engineering Team Leadership

Operational Excellence

Client Relationship Management

Data-Driven Decision Making

ITIL Foundation

Cross-functional Collaboration

Strategic Planning

Job description

Thrive in New York seeks a Service Operations Manager to lead engineering support teams, driving operational excellence, strengthening client relationships, and ensuring service performance aligns with SLAs across multiple accounts.

You will partner with the Director, Managed Services to scale teams, implement data-driven improvements, manage budgets, and coordinate with cross-functional groups to deliver reliable, high-quality IT services across geographies.