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Regional Vice President of Operations

Regional Vice President of Operations

InfoHedge Technologies LLCLondon, England, United Kingdom
30+ days ago
Job type
  • Full-time
Job description

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 on NextGen services help us stand out among our peers. Thrive is looking for individuals who view their weekdays not just as a job but as an opportunity to develop valuable skills that ignite their passion and lead to a career. If you thrive in a work hard, play hard environment and seek guidance, training, and experience to build a lucrative career, welcome to THRIVE!

Position Summary

The Regional Vice President of Operations (RVP) is responsible for overseeing the daily operational functions of Thrive's managed services delivery and senior engineering teams within the specified region. This includes direct management of Thrive’s Senior Engineering teams in the UK. The RVP ensures the regional service delivery team meets or exceeds all performance metrics and service level agreements for managed services clients.

Primary Responsibilities

  • Motivate and coach management and individual contributors within the service delivery region.
  • Ensure the service delivery team achieves all performance metrics and SLAs.
  • Maintain work plans to meet goals and implement improvements.
  • Oversee inbound client support calls for specific managed service products and high-profile clients when necessary.
  • Conduct annual performance reviews for Regional Service Delivery and Senior Engineering Directors.
  • Manage ongoing audits of managed services platforms to ensure client configurations meet Thrive standards.
  • Uphold procedural requirements around prioritization, communication, documentation, and escalations.
  • Follow up with customers to identify areas for improvement and relay feedback internally.
  • Identify and improve inefficient processes and functions.
  • Collaborate with account management teams to ensure high client satisfaction and identify opportunities for service improvement.
  • Serve as an escalation point for service delivery issues.
  • Adjust priorities and responsibilities in a fast-paced environment.
  • Interact with remote and field support teams to ensure efficient workflows.

Qualifications

  • Bachelor’s Degree in Information Technology or related field preferred, or equivalent experience.
  • 7-10 years of managerial experience, with managed services experience essential.
  • Technical SME on MSP products related to Thrive’s service catalog.
  • Experience managing complex projects, clients, and organizations.
  • ITIL certification and practice preferred.
  • Proven experience managing remote resources and large teams.
  • Strong communication skills.

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