Cloud Operations Manager – O&M Service Delivery Manager

Role Overview

• 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.

Requirements

• 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)
• 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

Tech Stack

• Azure
• Cloud
• ITSM
• ServiceNow

Benefits

• Competitive Salaries
• Qualified Overtime
• Paid Time Off (PTO)
• Flexible Holiday Leave (88 hours per year)
• Parental Leave
• Immediate Healthcare: Medical, Dental, Vision, and Life Insurance
• Employee Stock Ownership Plan (ESOP)
• 401(k) Retirement Plan (5% match on base compensation, immediate 100% vesting)
• Tuition Reimbursement & Learning Allowance
• Referral Bonus Program (up to $5k)