Operations Team Lead

Infrastructure Engineering Leader

Accenture's Infrastructure Engineering (IE) North America are dedicated to strategically solving our client's cloud services, data center, digital workplace and operating model IT transformation challenges. We create predictability for technology intensive environments by applying proven engineering concepts and practices for long-term solutions. Our team consists of visionary infrastructure transformers, with a multidisciplinary team of technologists, financial analysts, project and program managers. We foster critical thinking and innovation that drive career development. Our reward is in a culture of collaborative experts who drive our industry forward. If you are motivated by turning challenging ideas into reality, creating uncharted value for clients and bringing your best self to your work – we want to connect with you.

The Role

The purpose of this role is to lead and manage the IT Operations Support team across North America and Europe, ensuring the optimization of IT service delivery through industry best practices and service management principles. The role is responsible for overseeing daily operations, driving continuous improvement, and aligning IT support services with business objectives.

Responsibilities

Team Leadership & People Management

• Lead and manage a geographically distributed IT Operations Support team.
• Assign responsibilities, set priorities, and monitor team performance.
• Conduct regular performance evaluations, provide coaching and feedback.
• Foster a collaborative and high-performance team culture with multiple service providers.

Operational Oversight

• Oversee day-to-day IT operations across multiple sites, ensuring service continuity and adherence to SLAs.
• Monitor service metrics and operational KPIs to ensure high-quality service delivery.
• Act as the primary escalation point for operational issues from business units and management.

Service Management & Delivery

• Contribute to the development and maintenance of service descriptions and service-level agreements (SLAs).
• Ensure all support processes and standards are consistently followed.
• Collaborate with internal teams and external vendors to ensure seamless delivery of IT support services.

Vendor & Stakeholder Engagement

• Provide guidance to vendors and coordinate with other support teams to resolve issues and improve service delivery.
• Review and prioritize business requests for service enhancements and standards reviews.
• Support strategic initiatives in collaboration with the Plan pillar to drive cost-effective solutions and optimize enterprise resources.

Continuous Improvement & Strategy

• Lead and guide continuous improvement initiatives for IT support services.
• Analyze operational data and compile reports for management to support data-driven decision-making.
• Contribute to long-term IT strategy, focusing on application consolidation, resource optimization, and service innovation.

Basic Qualifications

• High School Diploma or GED
• Proven experience of at least 6 years leading IT operations support teams in a complex, multi-regional environment.
• Strong understanding of IT infrastructure, systems architecture, and service management frameworks (e.g., ITIL).
• Excellent analytical skills with the ability to interpret data and drive performance improvements.
• Strong interpersonal and communication skills for effective stakeholder and vendor engagement.
• Demonstrated ability to manage escalations and lead teams through operational challenges.

Preferred Qualifications

• Experience working with multiple service providers and vendors in a distributed environment.
• Familiarity with enterprise resource optimization and application consolidation strategies.
• Advanced certifications in IT service management (e.g., ITIL Expert, PMP).
• Experience driving strategic initiatives and innovation in IT support services.
• Knowledge of cost-effective IT solutions and enterprise resource planning.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired in British Columbia as set forth below.

Role Location Annual Salary Range

British Columbia $74,900 to $182,400

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™. Join Accenture to work at the heart of change.

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.