Operations Lead

Operations Lead

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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 work streams, 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 work streams 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.
• 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…