Cloud Operations Manager​/O&M Service Delivery Manager

Working @ AIS

At AIS, we are dedicated to providing employees with diverse opportunities to grow their careers while supporting a variety of impactful projects. For this position, we are seeking a talented Senior Cloud Operations Manager.

• Expert in multi‑cloud and hybrid architectures, compliance, disaster recovery, and financial governance. Leads technology adoption and innovation.
• Develops long‑term strategies for scalability, leads complex migrations and operations projects, and manages vendor relationships.
• Drives innovation, enforces standardized processes, leads continuous improvement, and sets best practices for operations and cost management.
• Provides strategic leadership, builds high‑performing teams, collaborates with senior leadership, and represents the organization externally.
• Offers strategic consulting, develops technology roadmaps, recommends vendors, ensures compliance, and leads industry‑based best practices.

The Cloud Operations Manager / O&M Service Delivery Manager leads Operations & Maintenance service delivery for a large Defense Industrial Base customer operating Microsoft Azure Government and Microsoft 365 GCC‑High cloud services. This role is expected to 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 enough technical fluency to understand Azure and M365 operations, 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 how to lead technical teams toward measurable service outcomes and a strong positive customer experience.

• 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.

• 8+ years in IT service delivery, cloud operations,…