Cloud Operations Manager​/O&M Service Delivery Manager

Senior Cloud Operations Manager – AIS

The role is to lead O&M service delivery for a large Defense Industrial Base customer operating Microsoft Azure Government and Microsoft 365 GCC‑High cloud services. The position will evolve O&M from its current state into a scalable, repeatable, and high‑performing operating model while maintaining stability and service continuity. The ideal candidate combines strong managed services leadership with technical fluency in Azure and M365 operations, can challenge technical teams appropriately, interpret service health data, and communicate operational risk and business impact to customer leadership.

The Manager must understand service desk operations, ITSM processes, cloud operations, compliance‑driven environments, and lead technical teams toward measurable service outcomes and a strong positive customer experience.

Key Responsibilities:

• Own overall O&M service performance across Azure, Microsoft 365, endpoint management, identity, collaboration, messaging, security, and related operational work streams.
• 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 Service Now 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 , Exchange Online, Teams, SharePoint Online, One Drive, 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.

Required Qualifications:

• 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, 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 Service Now or similar to drive process discipline and service improvement.
• Strong executive…