Service Operations Manager

Thrive

Service Operations Manager leading and developing engineering support teams in a tech solutions provider. Focused on operational excellence and building strong client relationships.

Posted 5/19/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

Leading and developing engineering support teams
Driving operational excellence and engineers’ professional growth
Acting as the operational owner for day-to-day service performance
Delivering services that meet or exceed SLAs, KPIs, and customer expectations
Serving as the main operational contact for assigned clients
Regularly assessing customer experience and driving action to boost satisfaction
Tracking and responding to service KPIs and informing decisions with data
Collaborating with other teams to ensure seamless service delivery
Maintaining staffing plans and budget alignment

Requirements

What you’ll need

Proven experience leading engineering or technical support teams
Solid understanding of core IT operations concepts
Demonstrated ability to develop, mentor, and grow engineering teams
Experience supporting complex customer environments
Ability to analyze operational data
Strong communication skills
Proven success in building and maintaining trusted client relationships
Demonstrated effectiveness in collaborating cross functionally
Experience managing remote and distributed teams
ITIL Foundation certification strongly preferred
Strong organizational, problem solving, and prioritization skills
Comfortable working outside standard business hours

Benefits

Comp & perks

Fair and equitable compensation practices
Competitive salaries

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT operationsdata analysisservice performance managementcustomer environment supportstaffing plansbudget alignment

Soft Skills

leadershipmentoringcommunicationclient relationship buildingcollaborationorganizational skillsproblem solvingprioritization

Certifications

ITIL Foundation