Regional Vice President of Operations

4 weeks ago

Miami, United States Thrive Networks Inc Full time
Job DescriptionJob Description

WILL WORK FROM MIAMI OFFICE 3X PER WEEK

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 Regional Vice President of Operations (RVP) is primarily responsible for overseeing the day-to-day operational functions of Thrive managed services delivery process and senior engineering within the specified region.  The role includes direct supervisory management of Thrive’ Regional Director of Service Delivery and Regional Director of Senior Engineering.  The RVP is responsible for ensuring that the regional service delivery team delivers at or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients.  

Primary Responsibilities

  • Motivate and coach both management and individual contributors within service delivery region 

  • Ensure that the service delivery team delivers at or otherwise achieves all performance metrics defined for Thrive’s managed services products and service level agreements for managed services clients 

  • 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 Regional Service Delivery and Senior Engineering Directors 

  • Manage on-going audit of managed services platforms to ensure clients configuration meets specification of Thrive standards 

  • Uphold procedural requirements around prioritization, communication, documentation, escalations, etc. 

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

  • Identify and improve inefficient processes and functions 

  • Work seamlessly with Thrive’s account management teams to ensure highest levels of client satisfaction are met with clear identification of opportunities to improve technical services/support. 

  • Serve as escalation point for service delivery issues 

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

  • Interact with all Remote and Field Support teams to provide efficient and positive workflows 

Qualifications

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

  • 7-10 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. 

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