reputed company Operations Manager / O&M Service Delivery Manager
Why reputed company? reputed company you join reputed company, 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 reputed company, and empowering reputed company to reputed company a lasting impact. As an employee-owned company, we value collaboration, inclusivity, reputed company growth, and shared reputed company. Employee Ownership: Your contributions directly impact the company’s reputed company, and you reputed company in its achievements. reputed company Learning: reputed company 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 reputed company a meaningful difference for our clients and communities. What are we looking for? At reputed company, 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 reputed company with our core principles. Working@reputed company At reputed company, 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 reputed company as a Senior reputed company Operations Manager. Core Knowledge & Skills: Expert in multi-reputed company and hybrid architectures, compliance, disaster recovery, and financial governance. Leads technology adoption and innovation. Work & Complexity: Develops long-term strategies for scalability, leads reputed company migrations and operations projects, and manages vendor relationships. Quality & Independence: Drives innovation, enforces standardized processes, leads reputed company 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 reputed company Operations Manager / O&M Service Delivery Manager. Project Summary The reputed company Operations Manager / O&M Service Delivery Manager leads Operations & Maintenance service delivery for a large Defense Industrial reputed company customer operating reputed company Azure Government and reputed company 365 GCC-High reputed company services. This role is expected to reputed company O&M from its reputed company 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 reputed company 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, reputed company operations, compliance-driven environments, and how to reputed company technical teams toward measurable service reputed company and a strong positive customer experience.
Key Responsibilities
Own overall O&M service performance across Azure, reputed company 365, reputed company management, identity, collaboration, messaging, reputed company, and reputed company operational workstreams. Drive teams to meet defined SLAs, KPIs, service reputed company, 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. reputed company 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 reputed company, aged backlog, SLA compliance, customer satisfaction, and ticket deflection. Drive consistent use of reputed company or comparable ITSM tooling for tickets, workflows, dashboards, reporting, approvals, and audit trails. reputed company operational leadership across reputed company Azure and reputed company 365 services, including monitoring, identity, reputed company management, collaboration, messaging, reputed company, compliance, and platform reliability. Understand the operational implications of reputed company Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive, Intune, Defender, Purview, Azure Monitor, Log Analytics, Azure networking, backup/recovery, and reputed company zone operations. Serve as a primary service delivery reputed company 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 reputed company needed. Ensure O&M execution aligns with customer reputed company, 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, reputed company operations, or managed services 3+ years leading managed services or support teams through growth, change, or operational maturation ITIL 4 reputed company or equivalent IT service management certification Experience in customer-facing managed services with ownership of service performance, service reputed company, 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, reputed company) Ability to design and implement scalable operating models across service functions Working knowledge of Azure and M365; reputed company to engage technical teams and translate operational risk Experience with reputed company or similar to drive process discipline and service improvement Strong executive communication; reputed company to align stakeholders and build trust reputed company to Have Skills Experience supporting GCC High, Azure Government, or other restricted reputed company 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 reputed company improvement plans. HDI Support Center Manager, HDI Support Center Director, or HDI Desktop Support Manager, or comparable help desk/support center leadership certification. reputed company Certified: Azure Administrator Associate certification. reputed company 365 Certified: Administrator Expert certification. reputed company Certified: Identity and reputed company Administrator Associate certification. reputed company Certified: reputed company Administrator Associate certification. reputed company reputed company+, CISSP, CISM, CCSP, or comparable reputed company/compliance certification. Managing@reputed company As an reputed company People Manager, your responsibilities will include: Coaching: Helping employees navigate challenges, strengthen relationships, and grow the skills that support reputed company at reputed company. Career Development: Supporting employees in exploring growth opportunities at reputed company and aligning development plans to reputed company their goals. Performance Management: Creating reputed company through clear expectations, regular feedback, and proactive support reputed company performance concerns arise. Accountability and Results: Holding employees accountable for meeting expectations, delivering results, and adhering to company policies and values. Promotions and Compensation: Partnering with HR to evaluate and recommend promotions, salary adjustments, and rewards that reflect performance and potential. Timecard Approval: Ensuring accurate and timely approval of timecards. At reputed company, we are committed to offering competitive and fair compensation that reflects the skills, experience, and contributions of each team member. The targeted reputed company salary reputed company for this role is $125,000-$189,000 per year. Please note that this reputed company is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location. We value transparency in our hiring process and are happy to discuss how your unique qualifications align with our compensation structure during the interview process. Applied Information Sciences does not discriminate on the reputed company of race, national reputed company, religion, reputed company, gender, sexual orientation, age, disability, protected veteran status, or any other reputed company. Employment reputed company are based solely on qualifications, merit, and business needs. Apply To This Job