Service Operations Lead: Engineering Excellence

Thrive; Town of Mansfield (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Thrive is seeking a Service Operations Manager to lead engineering support teams and partner with the Director, Managed Services to drive operational excellence and strong client relationships. This role acts as the operational owner for day‑to‑day service performance across assigned accounts, reinforcing technical execution and proactive service delivery.

The position focuses on meeting SLAs and KPIs, scaling processes, and growing the engineering support bench while maintaining high customer

Qualifications

• Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment.
• Strong track record delivering services that meet SLAs and customer expectations.
• Ability to analyze operational data and drive improvements with metrics.

Responsibilities

• Lead and coach engineering teams to ensure technical excellence and accountability.
• Build scalable team structures and workflows to support growth and meet changing customer needs.
• Promote a culture of learning and collaboration for ongoing skill development.
• Review performance metrics and guide engineers on technical and professional improvement.
• Deliver services that meet or exceed SLAs, KPIs, and customer expectations.
• Enforce standardised processes, quality documentation, effective communication, and escalation protocols.
• Track operations, identify risks early, and resolve issues proactively.
• Assist in capacity planning, workload distribution, and resource allocation for operational goals.
• Serve as the main operational contact for assigned clients, building transparent and responsive relationships.
• Align engineering support with client business needs and goals.
• Collaborate with Account Management and Project Delivery for unified service.
• Join customer reviews, service discussions, and roadmap planning to support the partnership.
• Regularly assess customer experience and drive actions to boost satisfaction, reliability, and value.
• Turn customer feedback into practical improvements for engineering and service teams.
• Support renewal readiness through effective service delivery and by spotting upsell or expansion opportunities linked to customer goals.
• Track and respond to service KPIs like SLA attainment, response/resolution times, backlog status, and customer sentiment.
• Use data to inform decisions, enhance team performance, and report trends to leadership and clients.
• Regularly manage metrics, service health, and operational reports.
• Collaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharing.
• Support the onboarding process for new customers and technologies by facilitating coordination and communication among teams.
• Work with leadership to implement initiatives that improve efficiency, quality, and scalability.

Skills

Team Leadership

Coaching

Operational Excellence

Customer Relationship

Data-Driven Decision Making

Cross-Functional Collaboration

Job description

Thrive is seeking a Service Operations Manager to lead engineering support teams and partner with the Director, Managed Services to drive operational excellence and strong client relationships. This role acts as the operational owner for day‑to‑day service performance across assigned accounts, reinforcing technical execution and proactive service delivery.

The position focuses on meeting SLAs and KPIs, scaling processes, and growing the engineering support bench while maintaining high customer