Summary
Work History
Accomplishments
Skills
Certification
Education
Overview
James Bryan

James Bryan

Director of Operations
Dallas,TX

Summary

With 20+ years leading IT service delivery across multi-region MSP environments, I specialize in post-M&A integration, AI-enhanced operations, and client experience transformation. At Thrive, I’ve architected scalable frameworks that drive 100% CSAT, reduce at-risk clients by 83%, and elevate resource utilization to 94%, while mentoring high-performing teams and embedding ITIL, Lean Six Sigma, and automation-first principles.

My leadership philosophy blends data-driven decision-making with people-first development. I build systems that anticipate risk, unify teams post-acquisition, and empower frontline managers to lead with clarity and purpose. From designing Support Integration Gap Analyses and Cutover Assistance Plans to building executive dashboards and manager onboarding programs, I focus on operational resilience and strategic enablement.

Currently curating an executive learning roadmap to deepen boardroom fluency in supply chain, innovation, finance, and modern leadership; anchored by strategic dashboards and frameworks that visualize VP-level impact across service domains.

Let’s connect if you're scaling, integrating, or reimaging your service model and need a partner who builds for legacy, not just lift.

🔷 Key Areas of Impact
✅ MSP Transformation & Service Delivery Leadership
✅ AI-Enhanced Operations & Workflow Automation
✅ SLA/OLA Optimization & Escalation Management
✅ Post-M&A Integration & Team Unification
✅ Strategic Communications, Mentoring & Enablement
✅ Executive Dashboards & Boardroom Readiness

Work History

Director, Service Operations

Thrive Nextgen
06.2023 - Current

✅ Lead multi-region MSP operations post-acquisition, aligning PODs and service teams across Texas & Mid-Atlantic for scalable delivery and cultural integration.
✅ Achieved 100% CSAT and reduced at-risk clients by 83% YTD, leveraging onboarding frameworks and client experience OKRs to exceed retention benchmarks.
✅ Improved OLA responsiveness by 8% and accelerated task management to 87% through workflow automation and SDM enablement.
✅ Elevated resource utilization to 94%, streamlining redundant structures and embedding agile service models.
✅ Designed and deployed strategic frameworks including:
• Support Integration Gap Analysis (9-section post-M&A playbook)  
• Integration Cutover Assistance Plan (phased transition guide with executive summaries)  
• Client Experience OKR Dashboard (used in executive reviews to monitor CSAT, risk, and engagement)
✅ Influenced pricing strategy through client-level labor efficiency and margin analysis, now used in account management and QBRs.
✅ Embedded manager training plans and role-based onboarding templates to accelerate leadership transitions and preserve cultural norms.
✅ Engaged early in sales cycle with a top client, guiding onboarding and support strategy—reinforcing Thrive’s position as a strategic partner.

Manager, Escalation Management & Service Assurance

Thrive Nextgen
01.2022 - 06.2023

✅ Founded Thrive’s first Incident Management Team, reducing downtime and aligning escalation protocols with SLA and ITIL standards.
✅ Recovered $2M in annual revenue by operationalizing root cause analysis, client retention strategies, and proactive service assurance.
✅ Launched scalable QA systems and recurring issue prevention frameworks, now embedded in POD workflows and onboarding.
✅ Embedded ITIL-aligned practices across escalation and service assurance, driving consistency and cross-team accountability.
✅ Developed early versions of Thrive’s client health scoring models and ticket velocity benchmarks, laying the groundwork for executive-level dashboards.
✅ Partnered with service delivery and account teams to triage high-risk clients, influencing retention strategy and margin recovery.
✅ Mentored future managers and escalation leads, instilling a culture of ownership, transparency, and continuous improvement.

Technical Delivery Manager

CBI
04.2021 - 12.2021

✅ Directed cybersecurity and infrastructure initiatives across healthcare, finance, and government sectors, ensuring secure, compliant, and scalable outcomes.
✅ Served as strategic liaison between engineering teams and enterprise clients, aligning delivery with business risk and regulatory requirements.
✅ Improved delivery velocity and reduced scope creep by implementing standardized frameworks and consultative engagement models.
✅ Led cross-functional teams in vulnerability remediation, infrastructure modernization, and compliance readiness, reinforcing CBI’s position as a trusted security partner.

Service Delivery Manager

The Fulcrum Group
10.2017 - 04.2021

✅ Oversaw MSP service delivery across diverse client environments, consistently achieving 98.5%+ CSAT and SLA adherence.
✅ Designed tiered support frameworks with optimized ticketing workflows and escalation protocols, improving responsiveness and team clarity.
✅ Launched QA and incident response functions, embedding ITIL practices to drive continuous improvement and service resilience.
✅ Stepped into Director-level responsibilities during leadership transitions; recognized with the Plan, Do, Review Excellence Award.
✅ Mentored technical staff and team leads, cultivating internal leadership pipelines and reinforcing Fulcrum’s service culture.

Professional Services Team Lead

Kyocera Document Solution Co
12.2013 - 10.2017

✅ Managed a $11M+ project portfolio delivering enterprise document management solutions across mid-market and enterprise clients.
✅ Achieved 98% client retention through strategic onboarding, support transitions, and proactive relationship management.
✅ Standardized delivery methodologies with reusable frameworks and best practice playbooks, improving implementation consistency and scalability.
✅ Led cross-functional implementations ensuring business and technical alignment, positioning KYOCERA as a strategic enabler in digital transformation.

Accomplishments

Published Contributor – MSP Secrets Revealed

Mark Copeman · April 2020

Featured on page 119 of MSP Secrets Revealed, sharing insights on strategic hiring and team development in high-turnover environments.

  • Advocated for hiring based on humility, hunger, and emotional intelligence
  • Recruited and mentored 25+ service desk professionals across multi-region MSPs
  • Emphasized long-term team resilience over short-term technical fit
  • Cited The Five Dysfunctions of a Team as a foundational influence on leadership style

Built Scalable Escalation Management Team from Ground Up

Thrive · 2023–2024

Established a centralized escalation management function to unify service delivery across multi-region MSP operations.

  • Designed Tiered Escalation Framework aligned with ITIL and Lean Six Sigma principles
  • Recruited and onboarded escalation analysts and leads across three regions
  • Reduced client churn by 22% through proactive incident resolution and executive visibility
  • Created reusable playbooks, triage protocols, and KPI dashboards for cross-functional alignment
  • Embedded psychological safety and accountability norms to foster high-performance culture

Architected Post-M&A Escalation Framework

Thrive · 2023–2024

Led the design and deployment of a scalable escalation management framework following multi-region MSP acquisition.

  • Unified disparate service models into a centralized escalation protocol
  • Reduced time-to-resolution by 38% across Tier 2 and Tier 3 incidents
  • Established cross-functional norms for psychological safety and accountability
  • Enabled seamless onboarding of 5+ acquired teams into shared service culture

Mentored Emerging Leaders Across MSP Ecosystem

Thrive & Fulcrum Group · 2020–2025

Championed mentorship and strategic coaching for high-potential team members.

  • Developed reusable frameworks for decision analysis and escalation triage
  • Facilitated career progression for 10+ mentees into leadership roles
  • Embedded Helpdesk Habits and Lencioni’s team dynamics into onboarding
  • Reinforced culture of humility, hunger, and emotional intelligence

Skills

  • Executive Decision-Making
  • Strategic Planning & Budgeting
  • Cross-Functional Team Leadership
  • Organizational Change Management
  • Psychological Safety & Culture Building
  • OKR Development & Dashboard Design
  • Post-M&A Integration Strategy
  • Visionary Framework Architecture
  • ITIL Service Strategy & Improvement
  • Lean Six Sigma (Yellow Belt, pursuing Green Belt)
  • Workflow Automation & AI-Enhanced Delivery
  • Escalation Management & Incident Response
  • SLA/KPI Governance & Performance Optimization
  • MSP Operations & Scalable Service Frameworks
  • Process Mapping & Continuous Improvement
  • Root Cause Analysis & Triage Protocols
  • Cybersecurity Fundamentals (Security EC-Council)
  • Data Privacy & Compliance (GDPR CCPA HIPAA)
  • Risk Identification & Mitigation Planning
  • Business Continuity & Disaster Recovery
  • Governance, Risk & Compliance (GRC)
  • Secure Escalation Protocols
  • Margin Stewardship & Cost Analysis
  • Financial Modeling & Forecasting
  • M&A Strategy & Post-Acquisition Integration
  • Strategic Finance & Decision Analysis
  • P&L Management & Executive Reporting
  • Agile & Scrum Methodologies
  • Stakeholder Communication & Alignment
  • Project Lifecycle Management
  • Resource Planning & Prioritization
  • Risk-Based Project Governance

Certification

  • Google – Project Management Professional Certificate (v2) Comprehensive training in agile workflows, stakeholder communication, and project lifecycle execution. Issued: Nov 2024
  • EC-Council – Cybersecurity Essentials Core principles of cybersecurity, threat mitigation, and data protection. Issued: Oct 2024
  • PeopleCert – ITIL® 4 Strategist: Direct, Plan and Improve Advanced ITIL credential focused on strategic planning and service improvement. Issued: Nov 2022 · Expires: Sep 2027
  • Technical University of Munich – Lean Six Sigma Yellow Belt Quantitative tools for quality improvement and productivity enhancement. Issued: May 2022
  • CompTIA – Project+ Certification Validated foundational project management skills across technical and business domains. Issued: Aug 2016
  • CompTIA – Security+ ce Certification Industry-standard credential in network security, compliance, and incident response. Issued: May 2016 · Expires: May 2028

Education

Executive Education & Strategic Leadership

Babson College – Executive Education (via edX)

Completed a curated suite of professional certificates designed for senior leaders navigating innovation and transformation. Focus areas:

  • AI & Data Analytics for Business Leaders
  • Entrepreneurial Mindset & Leadership
  • Executive Leadership
  • Financial Decision-Making for Leaders

Harvard Online – Professional Development (via edX)

Advanced leadership coursework tailored for high-impact communication and remote team enablement. Focus areas:

  • Leadership & Communication
  • Leading in a Remote Environment

Gies College of Business – University of Illinois Urbana-Champaign

Completed iMBA specializations via Coursera, emphasizing enterprise strategy and financial stewardship. Focus areas:

  • Financial Management
  • Strategic Leadership & Management
  • Value Chain Management

Gies College of Business – Skills iCademy Microcredential Series

Microcredentials focused on introspective leadership and purpose-driven motivation. Focus areas:

  • Leadership – Self: Self-Awareness
  • Leadership – Self: Purpose and Motivation

Finance & M&A Strategy

New York Institute of Finance – Professional Certificate in Mergers & Acquisitions

Focused on corporate finance strategy, deal structuring, and post-merger integration.

Bachelor of Science - IT Network Administration

Western Governors University, Salt Lake City, UT

Overview

20
20

YEARS OF PROFESSIONAL EXPERIENCE

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