Service Operations Manager - Engineering & Client Success

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

Job summary

Thrive in New York seeks a Service Operations Manager to lead engineering support teams and drive exceptional customer experience across managed services. You will partner with the Director of Managed Services to own day-to-day service performance, develop scalable team structures, and ensure predictable delivery through standardized processes.

You will oversee capacity planning, risk identification, and collaboration with Account Management for customer reviews, renewal readiness, and strategic

Qualifications

• Proven experience leading engineering or technical support teams within managed services or enterprise IT.
• Strong understanding of incident, request, change, and problem management in a global service model.
• Demonstrated ability to mentor and grow engineering teams with accountability and high performance.
• Experience managing SLAs, regulatory controls, and high availability service expectations.

Responsibilities

• Lead and coach engineering teams to technical excellence and accountability.
• Ensure services meet SLAs, KPIs, and customer expectations through standardized processes.
• Own day-to-day service performance across accounts and drive proactive improvements.
• Collaborate with Account Management and Project Delivery for unified service and expansions.
• Track service KPIs, article on performance, and report trends to leadership.
• Balance hands-on oversight with process improvement and scalability initiatives.

Skills

Engineering team leadership

Operational excellence

Client relationship management

Data-driven decision making

ITIL knowledge

Job description

Thrive in New York seeks a Service Operations Manager to lead engineering support teams and drive exceptional customer experience across managed services. You will partner with the Director of Managed Services to own day-to-day service performance, develop scalable team structures, and ensure predictable delivery through standardized processes.

You will oversee capacity planning, risk identification, and collaboration with Account Management for customer reviews, renewal readiness, and strategic