Service Delivery Manager

MUST WORK FROM FOXBOROUGH OFFICE 3X PER WEEK!

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, 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 Overview

As a Service Delivery Manager, the ideal candidate will be responsible for leading our technical support teams in providing excellent customer service and resolving all technical issues. This person should have a solid technical background combined with customer service expertise. A problem-solving attitude with an ability to motivate an engineering team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Primary Responsibilities:

• Motivate and coach individual contributors to achieve departmental goals and drive excellent and consistent customer service

• Manage Thrive's regional managed services team from a customer service, technical and career development perspective

• Ensure managed services team is working toward departmental goals in the most efficient and effective manner

• Ensure managed services team meets or exceeds all service level agreements from Email, Phone, Event, Incident, Problem, and Change Management processes

• Conduct annual performance reviews for all managed services direct reports

• Uphold procedural requirements related but not limited to: prioritization, communication, documentation, escalations

• Continually follow best practices through the entire technical support process

• Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams and management

• Escalation point for managed services, customer service and technical issues

• Ability to adjust priorities and balance responsibilities in a fast-paced environment

• Available to work outside of standard hours when necessary or as part of on call rotation if applicable

• Other duties as required

Qualifications:

• Bachelor's Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience

• 3-5 years of managerial experience; call center or managed services experience preferred

• Technical subject matter expert on MSP products as they relate to Thrive's service catalog

• Experience managing complex projects, clients, partners, and organizations

• ITIL certification and practice preferred

• Proven experience managing remote resources and large teams

• Strong written and verbal communication skills