Remote Senior Cloud Operations and Service Delivery Lead

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

Benefits offered by this job

Competitive Salaries

Paid Time Off (PTO)

Flexible Holiday Leave

Parental Leave

Immediate Healthcare: Medical, Dental,

Vision, and Life Insurance

Employee Stock Ownership Plan (ESOP)

401(k) Retirement Plan (5% match)

Tuition Reimbursement & Learning Allow

Referral Bonus Program (up to $5k)

Job summary

Applied Information Sciences, Inc. seeks a Senior Cloud Operations Manager to lead O&M service delivery across Azure and Microsoft 365 for a large DIB client.

The role emphasizes scalable operating models, incident management, and customer-focused outcomes, with a strong emphasis on governance and automation. Ideal candidates bring 8+ years in IT service delivery, cloud operations, or managed services, plus ITIL 4 certification and proven leadership of service desks and vendor relationships.

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, 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)

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 1-3 and vendor escalation.
• Monitor key service desk metrics and promote measurement-driven improvements.
• Drive use of ServiceNow or similar 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.
• Translate operational data into clear business-focused communications for risk and impact to customer leadership.

Skills

Multi-cloud architectures

Hybrid architectures

Compliance

Disaster recovery

Financial governance

Leadership

Vendor management

Strategic leadership

Tools

ServiceNow

ITSM tooling

Job description

Applied Information Sciences, Inc. seeks a Senior Cloud Operations Manager to lead O&M service delivery across Azure and Microsoft 365 for a large DIB client.

The role emphasizes scalable operating models, incident management, and customer-focused outcomes, with a strong emphasis on governance and automation. Ideal candidates bring 8+ years in IT service delivery, cloud operations, or managed services, plus ITIL 4 certification and proven leadership of service desks and vendor relationships.