Operations Lead

Accenture Federal Services; Reston (VA); On-site; USD 130,000 - 265,000; Full time

Job summary

Accenture Federal Services is seeking an Operations Lead to oversee 24x7x365 operations across multiple SOC workstreams in a highly secure environment. The role focuses on workforce management, customer engagement, and performance optimization to meet contractual objectives.

The ideal candidate brings 8+ years in operations with a strong leadership track record, and proficiency in MS Office and analytics tools. Roles may require travel to regional sites and after-hours coordination.

Qualifications

• Bachelor's degree required; 8+ years in operations or related field.
• 5+ years of leadership or supervisory experience.
• 8+ years in operations, programs, or service delivery environments.
• Excellent communication and presentation skills; briefing executive leadership.
• Experience with KPIs, SLAs, and performance reporting.
• Willingness to travel to regional sites and support shift operations.

Responsibilities

• Lead day-to-day operations, workforce oversight, and service delivery.
• Ensure 24x7x365 coverage across all workstreams and locations.
• Monitor performance, health, and resource utilization against expectations.
• Drive process optimization, automation, and continuous improvement.
• Lead readiness activities and contingency planning for incidents.
• Partner with program leadership to meet mission objectives.
• Build and maintain relationships with Microsoft customers and stakeholders.
• Serve as regional point of contact for escalations and discussions.
• Provide program updates, risk assessments, and metrics to leadership.
• Mentor and develop a diverse operations team.
• Support staffing, recruiting, and workforce planning initiatives.
• Oversee subcontractor performance and align with contracts.
• Collaborate with prime/subcontractors on priorities.

Skills

Leadership

Communication

Executive briefing

KPI tracking

Travel readiness

Education

Bachelor's degree or higher in related field

Tools

Excel

Power BI

SharePoint

Power Automate

Teams

Job description

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands‑on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Job Description

As a trusted Microsoft partner supporting critical Federal missions, the Operation Lead serves as the senior on‑site leader responsible for operational excellence, workforce management, and customer engagement within Microsoft's Secure Operations Centers (SOCs). This role provides strategic and tactical oversight of a 24x7x365 operation supporting Azure, Microsoft 365, and other mission‑critical cloud services. The Operations Lead is accountable for the successful delivery of operational services across multiple workstreams, including: Livesite Engineering Identity Management Network Operations Technical Operations (Secure Workspace Operations) Customer Experience (CXP) Operating from Microsoft SOC locations in Redmond, WA, Reston, VA, and Annapolis, MD, the Operations Lead serves as the primary regional leader responsible for site operations, workforce management, customer relationships, program execution, continuous improvement initiatives, and operational readiness. The ideal candidate is an experienced leader with a proven ability to manage complex operations, drive performance, develop high‑performing teams, and partner effectively with customers and stakeholders in highly secure environments.

Responsibilities Include

• Operational Leadership Serve as the leader responsible for day‑to‑day operations, workforce oversight, and service delivery.
• Ensure 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.
• Customer & Stakeholder Engagement 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.
• Workforce Leadership 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.
• Proactively identify growth opportunities, shape new requirements, and collaborate with leadership to expand the program's scope, capabilities, and customer footprint.
• Program Management & Governance 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.
• Assist with program financial management, including workforce forecasting, resource planning, labor utilization, and budget tracking.
• Assist with program financial management, including workforce forecasting, resource planning, labor utilization, budget tracking, and subcontractor oversight.
• Manage subcontractor performance and delivery expectations to ensure alignment with contractual obligations, operational requirements, and customer expectations.
• Coordinate with prime and subcontractor leadership to address staffing needs, operational challenges, and program priorities.

Here’s What You Need

• 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.

Bonus Points If You Have

• 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.
• Familiarity with workforce planning, resource forecasting, subcontractor management, and program financial oversight.

Eligibility Requirements

• Active TS/SCI with Polygraph
• Valid US Passport Required

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on‑going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$130,200—$265,300 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people.

We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an affirmative action employer for veterans and individuals with disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable