Continual Improvement Manager

Koniag Government Services; Washington (District of Columbia); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Parental Leave

Life Insurance

Disability Insurance

Flexible Spending Accounts

Commuter Benefits

Tuition Reimbursement

Job summary

Koniag Government Services is seeking a Continual Improvement Manager to lead enterprise CSI for a federal government IT engagement in Washington, DC. The role operates within ITIL 4-aligned ITSM, partnering with PM, NOC, Service Desk, and Government stakeholders to drive measurable service improvements across hybrid on-prem and cloud environments.

The ideal candidate will synthesize data from multiple sources into a prioritized backlog, own improvement roadmaps, and champion data-driven

Job description

Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Continual Improvement Manager to support KITS and our government customer Washington, DC. The position is hybrid, 3 days required onsite. This position requires the candidate to be able to obtain a Public Trust.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Continual Improvement Manager to support a comprehensive enterprise IT operations and support engagement for a federal government client. This role serves as the primary owner of the enterprise continual service improvement (CSI) program, responsible for driving measurable, sustained operational improvement across all functional areas of the engagement through data-driven analysis, automation, process optimization, retrospective-driven action planning, and a culture of continuous learning and innovation.

The Continual Improvement Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice, working in close coordination with the Program Manager, Service Level & Capacity Manager, Incident Manager, NOC and Service Desk teams, engineering leads, and Government stakeholders to identify, prioritize, execute, and measure improvement initiatives that enhance service quality, operational efficiency, platform reliability, and end-user experience across a geographically distributed hybrid on-premises and cloud environment.

The ideal candidate is a strategically minded and analytically driven ITSM professional with a strong background in continual service improvement, process engineering, Agile delivery, and federal IT operations environments. This individual must possess the ability to synthesize complex operational data from multiple sources into a coherent improvement roadmap, build organizational buy-in for change, and demonstrate measurable outcomes that advance the Government's objectives for availability, user support, engineering excellence, and service management maturity.

This position requires the ability to obtain and maintain a government background investigation, HSPD-12 PIV credentials, and applicable IT access authorizations prior to performing work. This position may be performed primarily at the client's facility and approved remote/telework locations.

The Continual Improvement Manager is responsible for establishing, leading, and sustaining the enterprise continual service improvement program across all functional areas of the engagement. This individual identifies improvement opportunities through rigorous analysis of service level performance data, incident and problem trends, capacity metrics, customer satisfaction results, Sprint Retrospective outputs, and operational observations, and translates these findings into a prioritized, actionable improvement backlog that drives measurable progress against the Government's performance objectives throughout the period of performance.

Continual Improvement Program Leadership:

• Establish, own, and lead the enterprise continual service improvement (CSI) program, developing and maintaining a comprehensive CSI framework aligned to ITIL 4 principles and integrated with the program's Agile Sprint delivery model.

• Develop, maintain, and govern the program-wide CSI register, ensuring all identified improvement opportunities—regardless of source—are accurately documented, categorized, prioritized, assigned, tracked, and reported to program leadership and Government stakeholders on a recurring basis.

• Define and communicate a clear improvement roadmap aligned to the Government's desired outcomes for availability, user support, engineering excellence, service management maturity, Agile delivery, and operational efficiency, ensuring improvement priorities reflect both program data and Government strategic objectives.

• Lead the execution of high-priority improvement initiatives from identification through implementation and outcome validation, coordinating resources, managing dependencies, and tracking progress against defined success criteria and measurable targets.

• Champion a culture of continuous learning, operational excellence, and data-driven decision-making across all functional teams, ensuring improvement is treated as an ongoing organizational discipline rather than a reactive response to performance gaps.

• Present CSI program status, improvement outcomes, and forward-looking improvement priorities at Sprint Reviews, Monthly Status Reviews, and other Government-facing forums, demonstrating measurable service improvement over time.

Data Analysis & Improvement Identification:

• Serve as the program's primary analyst for improvement identification, synthesizing data from multiple operational sources to identify trends, patterns, performance gaps, and systemic inefficiencies across all functional areas.

• Conduct regular analysis of service level performance data, incident and problem management trends, capacity utilization metrics, change success rates, customer satisfaction survey results, first-contact resolution rates, Sprint velocity data, and level-of-effort delivery metrics to identify improvement opportunities.

• Perform process maturity assessments across functional areas—including NOC operations, Service Desk, network engineering, infrastructure operations, Microsoft infrastructure, enterprise applications, A/V systems, and AI/emerging technology integration - identifying gaps against ITIL 4 best practices, industry standards, and Government objectives.

• Conduct root cause analysis and contributing factor analysis for recurring performance gaps, SLA breaches, high-volume incident categories, and low customer satisfaction areas, developing targeted improvement recommendations based on findings.

• Leverage Sprint Retrospective outputs, post-incident review (PIR) findings, problem management outputs, customer feedback, and staff observations as structured improvement inputs, ensuring all retrospective action items are captured in the CSI register and tracked to completion.

• Analyze automation and tooling opportunities across operational workflows, ITSM platform capabilities, and reporting processes, identifying candidates for automation that reduce manual effort, improve accuracy, and accelerate service delivery.

Improvement Execution & Tracking:

• Develop detailed improvement initiative charters or project plans for significant improvement efforts, defining objectives, scope, success criteria, resource requirements, timelines, dependencies, risks, and measurable outcomes.

• Coordinate improvement initiative execution across functional teams, ensuring assigned owners have the clarity, resources, and organizational support needed to implement improvements within committed timelines.

• Monitor and track all active improvement initiatives in the CSI register, providing regular status updates to program leadership and escalating risks or delays that threaten initiative timelines or expected outcomes.

• Validate improvement outcomes through before-and-after performance data comparison, ensuring that implemented changes produce the intended measurable improvements and that gains are sustained over time.

• Manage the improvement backlog in the Government's Agile/ITSM tooling, ensuring improvement items are accurately estimated, prioritized in collaboration with the COR or Government Product Owner, and integrated into Sprint planning and commitment processes each Sprint.

• Coordinate with the automation and analytics team to implement automated monitoring, alerting, and reporting capabilities that support ongoing measurement of improvement initiative outcomes.

Agile Delivery Integration:

• Serve as the primary facilitator of Sprint Retrospective ceremonies, ensuring each retrospective produces specific, actionable, and assigned improvement outcomes that are captured in the CSI register and prioritized for inclusion in subsequent Sprints.

• Collaborate with the Program Manager and Agile delivery leadership to ensure the improvement backlog is integrated with the overall