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 Director of Operations.
As your initial project assignment, you will support the unique needs of our client as a Principal Cloud Operations Manager.
Project Summary
Lead enterprise-scale Operations & Maintenance (O&M) services for a large Defense Industrial Base customer operating Microsoft Azure and Microsoft 365. This is a junior-executive-level, customer-facing leadership position accountable for service performance, operational maturity, customer confidence, and successful transition of new capabilities into steady-state operations.
Key Responsibilities
Own end-to-end operational performance and enterprise service outcomes across Azure, Microsoft 365, Entra ID, endpoint management, collaboration, messaging, security, and related cloud platforms.
Lead, develop, and align a growing multidisciplinary organization of engineers, administrators, technical leads, and support professionals, scaling to support an organization of more than 100 team members.
Establish and drive a data-driven operational model leveraging SLAs, KPIs, MTTA/MTTR, backlog aging, incident trends, reopen rates, service health, customer satisfaction, and capacity planning measures.
Serve as the primary executive-facing operational leader, proactively identifying risks, anticipating customer needs, communicating service health in business terms, and recommending solutions before issues escalate.
Manage multiple concurrent priorities including major incidents, operational risks, workforce capacity, service transitions, customer escalations, corrective actions, and continuous improvement initiatives.
Ensure disciplined incident and problem management practices by overseeing root cause analysis, corrective action plans, accountability tracking, due dates, and measurable reduction in recurring issues.
Own the operational readiness and service transition framework, ensuring new services are successfully integrated into production operations and support environments.
Partner with project managers, architects, engineers, security teams, service owners, and customer stakeholders to define operational acceptance criteria for new and enhanced services.
Lead formal Operational Readiness Reviews (ORRs) and provide risk-based recommendations regarding service acceptance and production deployment readiness.
Validate that all operational prerequisites are in place prior to service acceptance, including support ownership models, RACI definitions, escalation procedures, monitoring and alerting capabilities, ServiceNow integration, runbooks/SOPs/ knowledge management documentation, access model, SLA/KPIs, staffing requirements, business continuity plans, and security/compliance evidence.
Establish remediation plans and…