{"id":3032283,"url":"https://alion.io/job/thrive-managed-services-manager-service-operations-2","title":"Manager, Service Operations","company":{"id":179780,"name":"Thrive Managed Services","domain":"thrivenextgen.com","url":"https://alion.io/company/thrive-3","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":94,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0.429,"time_to_fill_p50_days":27,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":189000,"period":"year","method":"role_country_seniority_unknown","sample_n":13135},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-21T20:34:35Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-30T19:25:08Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About us:\nThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at 'a job' but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!\nPosition Overview\nThe Service Operations Manager\nResponsible 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.\nRequirements\n1. Engineering Team Leadership & Growth\nLead and coach engineering teams to ensure technical excellence and accountability. \nBuild scalable team structures and workflows to support growth and meet changing customer needs. \nPromote a culture of learning and collaboration for ongoing skill development. \nReview performance metrics and guide engineers on technical and professional improvement. \n2. Operational Excellence & Service Delivery Execution\nDeliver services that meet or exceed SLAs, KPIs, and customer expectations. \nEnforce standardized processes, quality documentation, effective communication, and escalation protocols. \nTrack operations, identify risks early, and resolve issues proactively. \nAssist in capacity planning, workload distribution, and resource allocation for operational goals. \n3. Strategic Client Relationship Management\nServe as the main operational contact for assigned clients, building transparent and responsive relationships. \nAlign engineering support with client business needs and goals. \nCollaborate with Account Management and Project Delivery for unified service. \nJoin customer reviews, service discussions, and roadmap planning to support the partnership. \n4. Customer Success Ownership\nRegularly assess customer experience and drive actions to boost satisfaction, reliability, and value. \nTurn customer feedback into practical improvements for engineering and service teams. \nSupport renewal readiness through effective service delivery and by spotting upsell or expansion opportunities linked to customer goals. \n5. Data Driven Performance Management\nTrack and respond to service KPIs like SLA attainment, response/resolution times, backlog status, and customer sentiment. \nUse data to inform decisions, enhance team performance, and report trends to leadership and clients. \nRegularly manage metrics, service health, and operational reports. \n6. Collaboration & Cross Functional Alignment\nCollaborate with Engineering, Project Delivery, Account Management, and Central Services to ensure seamless service delivery and effective knowledge sharing. \nSupport the onboarding process for new customers and technologies by facilitating coordination and communication among teams. \nWork with leadership to implement initiatives that improve efficiency, quality, and scalability. \n7. Resource & Budget Management\nMaintain team staffing plans and budget alignment to support business growth, SLA commitments, and service quality requirements. \nParticipate in hiring, onboarding, and workforce planning to ensure a strong, scalable engineering support bench. \nQualifications\nProven 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. \nSolid 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. \nDemonstrated ability to develop, mentor, and grow engineering teams, fostering a culture of accountability, learning, and high performance. \nExperience supporting complex customer environments that require adherence to strict SLAs, regulatory controls, and high availability service expectations. \nAbility to analyze operational data, identify trends, and drive improvements using metrics based decision making. \nStrong communication skills with the ability to translate technical and operational details into clear, actionable information for both engineers and client stakeholders. \nProven success in building and maintaining trusted client relationships, including managing expectations, communicating service performance, and advocating for customer needs internally. \nDemonstrated effectiveness in collaborating cross functionally with Project Delivery, Account Management, Engineering, and other operational teams. \nAbility to balance hands-on operational oversight with forward thinking process improvement and scalability initiatives. \nExperience managing remote and distributed teams across multiple geographies or time zones. \nITIL Foundation certification or practical ITIL experience strongly preferred. \nStrong organizational, problem solving, and prioritization skills in a fast paced, rapidly evolving environment. \nComfortable working outside standard business hours when required (major incidents, escalations, or on call rotation). \nBase Salary Range: $80K -$105K (bonus eligible)\nActual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.","description_format":"text","description_chars":5982,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Managed Security","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-21T20:34:35Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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