Continuous Improvement & Sales Order Processing Manager

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst 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, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

The Continuous Improvement & Sales Order Processing Manager is responsible for driving operational excellence across the MSP’s service and commercial workflows. This dual-focused role oversees the end‑to‑end sales order processing function while identifying, designing, and implementing continuous improvement initiatives that enhance service quality, efficiency, customer experience, and profitability. Working closely with Service Delivery, Sales, PMO, Finance, and Support teams, the manager ensures that operational processes are optimised, scalable, and aligned with ITIL, automation, and best‑practice methodologies.

Responsibilities

• Continuous Improvement (CI)

• Lead the development, implementation, and governance of the MSP’s continuous improvement framework.
• Identify operational inefficiencies across service delivery, onboarding, fulfilment, provisioning, and support workflows.
• Analyse performance metrics (SLAs, KPIs, CSAT, order cycle times, service margins) to pinpoint opportunities for optimisation.
• Facilitate cross‑functional workshops (Lean, Kaizen, root-cause analysis, value‑stream mapping) to accelerate process improvements.
• Introduce automation, workflow simplification, and tooling improvements across the service lifecycle.
• Own the CSI register, ensuring that initiatives are logged, prioritised, communicated, and delivered.
• Partner with Service Delivery leadership to enhance incident, request, change, and problem management processes.
• Monitor and report the impact of CI initiatives to senior leadership, demonstrating ROI and measurable service improvement.

• Oversee the full lifecycle of MSP sales orders—from quote acceptance to fulfilment and billing handover.
• Ensure orders are accurately logged, validated, and processed in line with commercial policies and vendor requirements.
• Manage and optimise the provisioning workflow for services such as cloud, connectivity, hardware, licensing, and managed solutions.
• Act as the escalation point for order delays, provisioning bottlenecks, or commercial discrepancies.
• Coordinate with Sales, Technical Teams, Procurement, and Finance to ensure smooth, accurate, and timely delivery.
• Maintain and improve standard operating procedures (SOPs) for order processing to ensure compliance and auditability.
• Monitor order accuracy, processing times, and throughput, implementing improvements where required.
• Support forecasting, revenue recognition readiness, and operational handover to billing.

Skills & Experience

• Proven experience within an MSP or IT services environment.
• Strong background in Continuous Improvement, Lean, Six Sigma, or similar methodologies.
• Experience managing sales order processing or service fulfilment operations.
• Understanding of ITIL principles.
• Demonstrated ability to analyse data and drive actionable improvements.
• Strong leadership, coaching, and stakeholder‑management capabilities.
• High level of organisational and process-orientation skills.
• Ability to work under pressure in a fast-paced, customer-focused environment.
• Experience managing complex projects, clients, partners, and organisations.
• Forward thinking, not afraid to challenge the norm.
• Proficiency in using data analysis tools and methodologies.
• Effective communication and interpersonal abilities.
• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong written and verbal communication skills.