Cloud Operations Manager / O&M Service Delivery Manager

Applied Information Sciences, Inc.; Reston (VA); On-site; USD 125,000 - 189,000; Full time

Benefits offered by this job

Competitive salary

Career development opportunities

Job summary

Applied Information Sciences, Inc. is seeking a Senior Cloud Operations Manager to lead O&M service delivery for large Defense Industrial Base customers operating Microsoft Azure Government. This role requires strong managed services leadership combined with technical expertise in Azure and M365 operations, ensuring service stability and customer satisfaction.

The ideal candidate will have over 8 years of experience in IT service delivery, cloud operations, and managed services. This full-time position offers a competitive salary range of $125,000–$189,000 per year, with additional compensation based on experience and certifications.

Qualifications

• 8+ years in IT service delivery, cloud operations, or managed services.
• 3+ years leading managed services or support teams through growth.
• Experience improving operations through automation and monitoring.

Responsibilities

• Own overall O&M service performance across Azure and Microsoft 365.
• Drive teams to meet defined SLAs, KPIs, and service levels.
• Establish and enforce a consistent operating model for service management.

Skills

IT service delivery

Cloud operations

Managed services

Azure expertise

M365 operations

Technical leadership

Education

ITIL 4 Foundation or equivalent certification

8+ years experience in IT service delivery

Tools

ServiceNow

Job description

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 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.

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 ServiceNow or similar to drive process discipline and service improvement.
• Strong executive communication; able to align stakeholders and build trust.

Nice to Have Skills:

• 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.

Compensation: The base salary range for this role is $125,000–$189,000 per year. Additional compensation will be determined based on experience, education, certifications, and location.

Applied Information Sciences does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, disability, protected veteran status, or any other basis. Employment decisions are based solely on qualifications, merit, and business needs.