Cloud Operations Manager / O&M Service Delivery Manager
Core
Lead Operations & Maintenance service delivery for Microsoft Azure Government and Microsoft 365 GCC-High cloud services for a Defense Industrial Base customer, evolving O&M into a scalable, repeatable operating model while maintaining stability and service continuity.
Role type
Senior Cloud Operations Manager / O&M Service Delivery Manager
Builds
Scalable, repeatable O&M operating model for Azure and M365 services
Domain
Defense Industrial Base, Federal/Government Cloud, Microsoft Azure, Microsoft 365
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Multi-cloud and hybrid architecture expertise, ITIL 4 service management, Azure and M365 operational fluency, ServiceNow implementation, tiered support model design, SLA/KPI management, executive communication, compliance-driven operations, incident/problem/change management, vendor relationship management
Preferred skills
GCC High/Azure Government environment experience, DIB/federal/aerospace customer experience, major incident management and root cause analysis, runbook library and SOP development, executive dashboard creation, HDI Support Center leadership certification, Microsoft Azure/M365/Identity/Endpoint Administrator certifications, CompTIA Security+/CISSP/CISM/CCSP
Technologies
Microsoft Azure, Microsoft 365, Microsoft Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive, Intune, Defender, Purview, Azure Monitor, Log Analytics, ServiceNow
Responsibilities
Own overall O&M service performance across Azure, M365, endpoint management, identity, collaboration, messaging, and security; Drive teams to meet defined SLAs, KPIs, and customer commitments; Establish and enforce consistent operating models for incident, request, problem, change, release, knowledge, and service level management; Lead and mature help desk/service desk operations including intake, triage, queue management, and backlog hygiene; Define and manage tiered support models across Level 1, 2, 3, engineering, and vendor escalation; Monitor and improve key service desk metrics such as first-contact resolution, mean time to resolve, SLA compliance, and customer satisfaction; Provide operational leadership across Azure and M365 services including monitoring, identity, endpoint management, collaboration, messaging, security, and platform reliability; Serve as primary service delivery interface for customer stakeholders and program leadership; Ensure O&M execution aligns with customer security, compliance, audit, and operational control requirements
Seniority
Senior, hands-on IC with team leadership