[Remote] reputed company Operations Manager / O&M Service Delivery Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company) is a mission-driven company focused on making a difference through innovative projects. They are seeking a Senior reputed company Operations Manager to reputed company Operations & Maintenance service delivery for a large Defense Industrial reputed company customer, ensuring service continuity and operational reputed company in reputed company Azure and reputed company 365 environments.
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
Skills
- 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
- 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
Benefits
- 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.
Company Overview
Company H1B Sponsorship