Service Delivery Manager – New England

Locations: New England Region

To Apply: Send resume to careers@thrivenetworks.com

About Us 

Thrive 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!

Position Summary

The Service Delivery Manager (SDM) is primarily responsible for overseeing the day-to-day operational functions of Thrive managed services delivery process.  The role includes direct supervisory management of Thrive’s NOC engineers from a customer service, technical, and career development perspective.  The SDM is responsible for ensuring that the NOC engineering team delivers at or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients. NOC Engineers who work on the managed service clients fall under the direct management of the SDM.

Primary Responsibilities:

  • Maintain daily, weekly and long-term work plan to ensure that goals are met and improvement is made when possible
  • Oversee inbound client support calls for specific managed service products and for specific high profile managed service clients when necessary
  • Conduct annual performance appraisals for all NOC Engineering resources
  • Ensure that the NOC engineering team delivers at or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients
  • Manage on-going audit of managed services platforms to ensure clients configuration meets specification of Thrive standards
  • Technical subject matter expert on managed services products as they relate to Thrive’s service catalog
  • Identify and improve inefficient processes and functions
  • Serve as escalation point for NOC customer services issues
  • Interact with all Remote and Field Support teams to provide efficient and positive workflows

Qualifications:

  • Bachelor’s Degree Required
  • At least 5 years of experience in a technical support role
  • At least 3 years of experience in a technical team management role
  • Technical certifications are a plus