Manager, Service Operations (Hybrid)

Job overview

The Manager, Service Operations works in a hybrid arrangement in Aberdeen, MD, with an annual salary range of $80,000–$105,000 and bonus eligibility. Thrive provides technology solutions focused on cybersecurity, hybrid cloud, global network management, disaster recovery, and managed services. The manager leads engineering support teams and owns day-to-day service performance across assigned accounts. The role strengthens operational execution, team development, and client relationships while using service metrics and customer feedback to improve reliability, quality, and customer success.

What you'll do

• Lead and coach engineering teams
• build scalable team structures and workflows
• review performance metrics and guide professional development
• deliver services against SLAs, KPIs, and customer expectations
• enforce processes, documentation, communication, and escalation protocols
• identify and resolve operational risks
• plan capacity and resources
• serve as operational contact for assigned clients
• coordinate with Account Management, Project Delivery, Engineering, and Central Services
• assess customer experience and turn feedback into improvements
• track service KPIs and report trends
• manage staffing plans and budget alignment
• participate in hiring and onboarding.

What we're looking for

Skills & competencies

service operations manager

hybrid

aberdeen md

$80k–$105k/year

bonus eligible

managed services

engineering team leadership

service delivery

slas and kpis

customer success

it operations

thrive

Work arrangement

• Weekend coverage required

Why this role

The role may require work outside standard business hours for major incidents, escalations, or an on-call rotation. ITIL Foundation certification or practical ITIL experience is strongly preferred; experience managing distributed teams is listed.

About the employer

Thrive is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.