[Remote] Cloud Operations Manager / O&M Service Delivery Manager

Note: The job is a remote job and is open to candidates in USA. Applied Information Sciences (AIS) is a mission-driven company seeking a Senior Cloud Operations Manager to lead Operations & Maintenance service delivery for a large Defense Industrial Base customer. The role involves developing scalable operating models, managing service performance across cloud services, and ensuring compliance while driving operational excellence and customer satisfaction.

Responsibilities

• 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

Skills

• 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
• Experience supporting GCC High, Azure Government, or other restricted cloud environments
• Experience supporting DIB, DoD, federal, aerospace, shipbuilding, manufacturing, or critical infrastructure customers
• Experience leading major incident management, root cause analysis, post-incident reviews, and corrective action tracking
• Experience building or improving runbook libraries, SOPs, knowledge articles, and operational readiness processes
• Experience preparing monthly service reviews, executive dashboards, QBR inputs, SLA reports, and continuous improvement plans
• HDI Support Center Manager, HDI Support Center Director, or HDI Desktop Support Manager, or comparable help desk/support center leadership certification
• Microsoft Certified: Azure Administrator Associate certification
• Microsoft 365 Certified: Administrator Expert certification
• Microsoft Certified: Identity and Access Administrator Associate certification
• Microsoft Certified: Endpoint Administrator Associate certification
• CompTIA Security+, CISSP, CISM, CCSP, or comparable security/compliance certification

Benefits

• Flexible - We offer flexibility in how you work. This role is remote eligible with the flexibility to work hybrid or in-office from our Reston, VA headquarters if you're local and prefer an office environment.
• Employee Ownership: Your contributions directly impact the company’s success, and you share in its achievements.
• Continuous Learning: Access to resources, training, and mentorship to support your professional growth.
• Inclusive Culture: A workplace where diversity is celebrated, and everyone’s voice is valued.
• Mission-Driven Work: Engage in projects that make a meaningful difference for our clients and communities.

Company Overview

Company H1B Sponsorship