Operations Lead

About the role

Join Accenture Federal Services, a technology company within global Accenture, to drive positive, lasting change that moves missions and the government forward.

Responsibilities

• Serve as the leader responsible for day-to-day operations, workforce oversight, and service delivery.
• Maintain continuous 24x7x365 operational coverage across all assigned workstreams and locations.
• Monitor service performance, operational health, and resource utilization to ensure contractual and customer expectations are consistently met.
• Drive operational excellence through process optimization, automation, and continuous improvement initiatives.
• Lead operational readiness activities, contingency planning, and response efforts for critical incidents or service disruptions.
• Partner with program leadership to achieve mission objectives and operational success.
• Build and maintain trusted relationships with Microsoft customers, leadership teams, and key stakeholders.
• Serve as the primary regional point of contact for operational escalations, customer concerns, and service-related discussions.
• Facilitate customer meetings, operational reviews, and executive briefings.
• Provide clear and concise program updates, status reports, risk assessments, and performance metrics to leadership and customers.
• Collaborate with customer team leads to identify challenges and implement effective solutions.
• Lead, mentor, and develop a diverse team supporting mission-critical operations.
• Foster a culture of accountability, collaboration, innovation, and customer service excellence.
• Support employee career development, professional growth, and succession planning initiatives.
• Lead interviewing, candidate evaluation, and hiring activities to build and maintain a high-performing workforce.
• Partner with staffing vendors and subcontractor organizations to support recruiting, onboarding, workforce planning, and resource management.
• Promote employee engagement and retention through active leadership and coaching.
• Identify and manage risks, dependencies, and operational challenges while implementing mitigation strategies.
• Provide inputs to develop and maintain operational dashboards, KPI reporting, SLA tracking, and performance metrics.
• Oversee site activities and conduct site visits as required.
• Support strategic initiatives, special projects, and capability expansion efforts.
• Contribute to business growth initiatives, identification of new opportunities, and expansion of program capabilities.
• Aid in program financial management, including workforce forecasting, resource planning, labor utilization, budget tracking, subcontractor oversight, and coordination with prime and subcontractor leadership to address staffing needs, operational challenges, and program priorities.

Requirements

• Bachelor's degree and 8+ years of relevant experience, or 12+ years of equivalent professional experience in lieu of a degree.
• 5+ years of leadership, supervisory, or team management experience.
• 8+ years of experience managing operations, programs, projects, or service delivery environments.
• Exceptional communication and presentation skills, including experience briefing executive leadership and customers.
• Experience managing operational metrics, KPIs, SLAs, and performance reporting.
• Proficiency with Microsoft Office Suite, including Excel, PowerPoint, Word, SharePoint, Power Automate, PowerBI, and Teams.
• Ability to travel to regional sites as needed.
• Ability to support shift operations and after-hours coordination when required.

Qualifications

• Experience supporting Microsoft cloud technologies, including Azure and Microsoft 365.
• Experience leading teams within a Secure Operations Center (SOC), managed services environment, or data center operations.
• Experience supporting classified, air-gapped, sovereign cloud, or high-security environments.
• Experience leveraging Power BI or other analytics platforms to develop operational dashboards and reporting.
• Experience developing Standard Operating Procedures (SOPs), knowledge articles, and operational documentation.
• Experience driving automation initiatives and operational efficiencies through Power Platform, AI, or other Microsoft technologies.
• Proven ability to lead organizational growth initiatives, capability expansion efforts, and strategic operational improvements.
• Experience with workforce planning, resource forecasting, subcontractor management, and program financial oversight.

Skills

• Leadership and supervisory experience.
• Operational management and program management skills.
• Customer relationship management.
• Team building and mentoring.
• Project management.
• Communication and presentation skills.
• Technical proficiency with Microsoft Office Suite.
• Ability to travel and work shifts.

Benefits

Accenture Federal Services offers a wide variety of benefits, including:

• Equal employment opportunity.
• Reasonable accommodation for job applicants with disabilities.
• Flexible work arrangements.
• Health and wellness programs.
• Retirement savings plans.
• Professional development opportunities.

Pay

The base pay range for this position in the specified locations is $130,200—$265,300 USD.

Schedule

Shift work and after-hours coordination may be required.

Application Instructions

Applications are accepted on an ongoing basis and there is no fixed deadline to apply.