Operations Manager - Federal Customer

Operations Manager -Federal Customer

Job summary

The Program & Operations Leadership professional supports Dell Mission Operations by coordinating day-to-day mission execution, workforce alignment, and customer-facing delivery across a secure operational environment. This role is responsible for translating program priorities into action, managing risks and escalations, and ensuring teams are aligned to meet performance expectations. The ideal candidate brings leadership presence, operational rigor, and the ability to drive outcomes in a fast-paced, mission-focused setting.

Key responsibilities

• Lead daily operational execution in alignment with customer and program priorities

• Coordinate staffing, scheduling, tasking, and workload balancing across teams

• Track risks, issues, dependencies, and escalations through resolution

• Provide status reporting, briefings, and operational updates to stakeholders

• Drive accountability for SLA, KPI, and delivery commitments

• Partner with technical leads, security teams, and support functions to remove blockers

• Support workforce planning, onboarding, and team development activities

• Lead the development of operational processes/SOPs and ensure all processes are followed and continuously improved

• Ensure ticket escalation processes are developed, monitored, and improved as necessary.

Required qualifications

• Experience leading operations, program execution, or delivery teams

• Strong communication and stakeholder-management skills

• Experience managing priorities, risks, and escalations in a structured environment

• Ability to lead cross-functional teams in support of mission objectives

• Strong organizational, reporting, and decision-making skills

• Active TS/SCI and ability to maintain access as required by the program

Preferred qualifications

• PMP or equivalent program-management certification

• Experience supporting government or classified programs

• Experience with staffing coordination and customer delivery metrics

• Familiarity with service delivery, IT operations, or technical program execution

• Experience briefing senior leaders or customers

Work environment / program context

This role provides leadership and execution rhythm for the program.