Manager of Service Operations, Thrive
$90-120k
NextGen technology outsourcing provider
Be an early applicant
NextGen technology outsourcing provider
1001+ employees
Be an early applicant
$90-120k
1001+ employees
Company mission
To be recognized as the leading technology service provider to the Mid-Market and sophisticated SMB clientele around the world.
Role
Who you are
- 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
- Solid understanding of core IT operations concepts such as incident, request, change, and problem management, as well as how these functions integrate within a global service delivery model
- Demonstrated ability to develop, mentor, and grow engineering teams, fostering a culture of accountability, learning, and high performance
- Experience supporting complex customer environments that require 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 communication skills with the ability to translate technical and operational details into clear, actionable information for both engineers and client stakeholders
- Proven success in building and maintaining trusted client relationships, including managing expectations, communicating service performance, and advocating for customer needs internally
- Demonstrated effectiveness in collaborating cross functionally with Project Delivery, Account Management, Engineering, and other operational teams
- Ability to balance hands-on operational oversight with forward thinking process improvement and scalability initiatives
- Experience managing remote and distributed teams across multiple geographies or time zones
- ITIL Foundation certification or practical ITIL experience strongly preferred
- Strong organizational, problem solving, and prioritization skills in a fast paced, rapidly evolving environment
- Comfortable working outside standard business hours when required (major incidents, escalations, or on call rotation)
What the job involves
- The Service Operations Manager is responsible for leading, developing, and scaling high performing engineering support teams to deliver consistently exceptional customer experience
- In partnership with the Director, Managed Services, this role drives operational excellence, engineers’ professional growth, and strong client relationships that reinforce long term customer success. This leader acts as the operational owner for day-to-day service performance across assigned accounts, strengthening the technical execution of engineering teams while ensuring services are delivered with predictability, quality and a proactive mindset
- 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 standardized 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
- Maintain team staffing plans and budget alignment to support business growth, SLA commitments, and service quality requirements
- Participate in hiring, onboarding, and workforce planning to ensure a strong, scalable engineering support bench
Our take
Founded in 2001 as an IT service, Thrive has grown into an end-to-end solution for cybersecurity and Cloud offerings, helping businesses to evolve digitally and securely. Its services are used by the aerospace, social housing, education, retail and other industries.
Thrive has expanded its operations across North America, the Asia-Pacific, and Europe through more than 20 strategic acquisitions. Although it operates in a crowded field of customer experience and digital transformation companies, its numerous awards and robust portfolio have sustained its success for over two decades.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Comprehensive Benefits Package
- Paid Annual Leave and Holidays
- 401K and Company Match
- A Learning Company
- Smart and Diverse Environment
- Annual Company Events
- Flexible Schedules
- New Employee Referral Program
Company HQ
Foxborough, MA
Leadership
Bill McLaughlin
(CEO & Board Member)Bill previously co-founded The Jillian Fund where he served as the Chairman of the Board for 11 years. He also served as a Senior VP of Strategic & Major Accounts at Kaseya and as EVP & CTO of Managed Services at Atlantic Tomorrow's Office.
Scott Steele
(COO)Prior to joining Thrive in 2024, Scott spent 9 years at HP as VP & Head of Systems & Infrastructure, Contractual Systems, and Managed Services Systems, Digital & Transformation Organization. Before that he spent over 2 years at Hewlett-Packard as a Senior Director of Managed Services, WW Service Deliver & Infrastructure.
Michael Gray
(CTO & VP of Technology)Michael joined Thrive in 2007 as a Director of Network Operations, moving into the role of VP of Technology in 2016 before adding CTO to his title in 2017.
Joe Waleck
(CRO)Joe joined Thrive in 2023 as CCO, moving into the role of CSO in 2024 and CRO in 2025. Prior to this, he spent nearly 16 years at Presidio as the VP of Sales, 2 years at Cisco Systems as a Key Account Manager, and nearly 5 years at AT&T as a Client Business Manager.
Kristina O'Connell
(CMO)Kristina joined Thrive in 2023 as an EVP of Marketing before moving into the role of CMO in 2024. Previously, she founded acorn and served as a VP of Corporate Affairs & Marketing at Dascena.
Kimberly Saturley
(CPO)Prior to joining Thrive in 2025, Kimberly spent 4 years at Aqua Security as the Head of Americas & Global GTM HR, VP of People (American & Global GTM), and Chief HR Officer. She also served as the CPO at Medicus Healthcare Solutions and as Director of HR at Zerto.
Prior to joining Thrive in 2025, Nicholas was the Chief Legal Officer & Corporate Secretary at Transfix, VP & Deputy General Counsel at Advance and Counsel, Corporate Department at Paul, Weiss, Rifkind, Wharton & Garrison.
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