Cloud Operations Manager – O&M Service Delivery Manager

AIS (Applied Information Sciences)

Senior Cloud Operations Manager leading O&M service delivery for Defense Industrial Base customer in Microsoft Azure. Driving complex operations projects and managing vendor relationships.

Posted 6/19/2026full-timeReston • Virginia • 🇺🇸 United StatesSeniorLead💰 $125,000 - $189,000 per yearWebsite

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Hard Skills

IT service deliverycloud operationsmanaged servicesservice performanceSLA managementKPI performanceincident managementproblem managementchange managementprocess redesign

Soft Skills

leadershipcustomer communicationtrust buildingstakeholder alignmentoperational maturitydata translationrisk assessmentimpact analysistrend identificationmitigation planning

Tools & Technologies

ServiceNowMicrosoft AzureMicrosoft 365Azure MonitorLog AnalyticsIntuneDefenderPurviewExchange OnlineTeams

Certifications & Qualifications

ITIL 4 Foundation

Industry Keywords

O&M service performanceservice desk operationscustomer experienceoperating modelregulated DIBfederalGCC HighCUIITAR-sensitive environmentsticket deflection

Tech Stack

Tools & technologies

AzureCloudITSMServiceNow

About the role

Key responsibilities & impact

Own overall O&M service performance across Azure, Microsoft 365, endpoint management, identity, collaboration, messaging, security, and related operational workstreams.
Drive teams to meet defined SLAs, KPIs, service levels, and customer commitments.
Establish and enforce a consistent operating model for incident, request, problem, change, release, knowledge, and service level management.
Hold technical and support teams accountable for responsiveness, quality, documentation, escalation discipline, and customer communication.
Lead and mature help desk/service desk operations, including intake, triage, queue management, ticket routing, escalation, and backlog hygiene.
Define and manage tiered support models across Level 1, Level 2, Level 3, engineering escalation, and vendor escalation.
Monitor and improve key service desk metrics such as first-contact resolution, mean time to acknowledge, mean time to resolve, reopen rate, aged backlog, SLA compliance, customer satisfaction, and ticket deflection.
Drive consistent use of ServiceNow or comparable ITSM tooling for tickets, workflows, dashboards, reporting, approvals, and audit trails.
Provide operational leadership across Microsoft Azure and Microsoft 365 services, including monitoring, identity, endpoint management, collaboration, messaging, security, compliance, and platform reliability.
Understand the operational implications of Microsoft Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive, Intune, Defender, Purview, Azure Monitor, Log Analytics, Azure networking, backup/recovery, and landing zone operations.
Serve as a primary service delivery interface for customer stakeholders and program leadership.
Build trust with customer leaders, technical teams, service desk stakeholders, and executive sponsors.
Translate technical and operational data into clear business-relevant communication, including risk, impact, trends, mitigation plans, and decisions needed.
Ensure O&M execution aligns with customer security, compliance, audit, and operational control requirements.
Support operations in regulated DIB, federal, GCC High, Azure Government, CUI, or ITAR-sensitive environments as applicable.

Requirements

What you’ll need

8+ years in IT service delivery, cloud operations, or managed services
3+ years leading managed services or support teams through growth, change, or operational maturation
ITIL 4 Foundation or equivalent IT service management certification
Experience in customer-facing managed services with ownership of service performance, service outcomes, customer experience, and operating model effectiveness
Experience improving operations through automation, self-service, monitoring improvements, ticket deflection, or process redesign.
Experience driving SLA/KPI performance, backlog health, escalations, and/or service reviews, using data to improve the system, not just report on it
Experience leading service desk / support operations (tiered support, incidents, requests, escalation, knowledge management)
Ability to design and implement scalable operating models across service functions
Working knowledge of Azure and M365; able to engage technical teams and translate operational risk
Experience with ServiceNow or similar to drive process discipline and service improvement
Strong executive communication; able to align stakeholders and build trust

Benefits

Comp & perks

Competitive Salaries
Qualified Overtime
Paid Time Off (PTO)
Flexible Holiday Leave (88 hours per year)
Parental Leave
Immediate Healthcare: Medical, Dental, Vision, and Life Insurance
Employee Stock Ownership Plan (ESOP)
401(k) Retirement Plan (5% match on base compensation, immediate 100% vesting)
Tuition Reimbursement & Learning Allowance
Referral Bonus Program (up to $5k)