Cloud Operations Manager / O&M Service Delivery Manager

About this role

Why AIS?

When you join AIS, you’re joining a mission-driven team that’s passionate about making a difference. You’ll work on projects that matter, alongside industry-leading experts, in an environment that fosters innovation, driving client success, and empowering our team to make a lasting impact. As an employee-owned company, we value collaboration, inclusivity, continuous growth, and shared success. • 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.

  What are we looking for?

At AIS, we're looking for more than just skills - we're looking for driven individuals who are passionate about making a difference, eager to grow, and aligned with our core principles.   Working@AIS At AIS, we are dedicated to providing our employees with diverse opportunities to grow their careers while supporting a variety of impactful projects. For this position, we are seeking a talented individual to join AIS as a Senior Cloud Operations Manager.
 • Core Knowledge & Skills: Expert in multi-cloud and hybrid architectures, compliance, disaster recovery, and financial governance. Leads technology adoption and innovation.

• Work & Complexity: Develops long-term strategies for scalability, leads complex migrations and operations projects, and manages vendor relationships.

• Quality & Independence: Drives innovation, enforces standardized processes, leads continuous improvement, and sets best practices for operations and cost management.

• Teamwork & Communication: Provides strategic leadership, builds high-performing teams, collaborates with senior leadership, and represents the organization externally.

• Consulting & Engagement: Offers strategic consulting, develops technology roadmaps, recommends vendors, ensures compliance, and leads industry-based best practices.


As your initial project assignment, you will support the unique needs of our client as a Cloud Operations Manager / O&M Service Delivery Manager.

 Project Summary 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.   

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 For This Opportunity • 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

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