Continual Service Improvement Lead (ITIL/Lean Six Sigma)

Peraton; Richmond (VA); On-site; USD 104,000 - 166,000; Full time

Job summary

Peraton seeks a Continual Service Improvement Manager to lead ITIL-based process and quality improvements for a state government client in Richmond, VA. You will drive governance, documentation, audits, and cross-functional coordination to enhance efficiency and compliance.

The role requires extensive experience in IT service management, Lean Six Sigma principles, and proficiency with ServiceNow, MS Project, Excel, PowerPoint, and Visio. U.S. citizenship and security considerations apply.

Qualifications

• Min 12 years with BS/BA; 10+ years with MS/MA; 7+ years with PhD. 16 years with a HS diploma/equivalent accepted in lieu of a degree.
• 5+ years in delivery roles of increasing responsibility in ITIL-based IT programs
• 3+ years implementing process and quality standards on government IT programs
• Critical thinking, independent operation, and strong personal accountability
• Strong analytical skills to assess trends and identify opportunities for improvement
• Ability to plan, schedule, track, and communicate progress across all levels of an organization
• Experience using ServiceNow, Microsoft Project, Excel, PowerPoint, and Visio

Responsibilities

• Oversee a continual improvement governance process integrated with the government customer MSI platform
• Lead a process management program ensuring delivery processes are documented, implemented, monitored, and improved
• Assist teams in designing and documenting delivery processes aligned with ITIL4, Agile, PMI quality standards, and Lean Six Sigma principles
• Maintain and update the contract Quality Management Plan, coordinating improvements across the organization
• Track compliance with contract requirements and Service Level Agreements (SLAs)
• Plan and conduct internal audits to identify gaps in process implementation and lead teams to implement corrective actions
• Lead or support Peraton responses to government audits
• Analyze data from multiple sources to identify trends, improvement opportunities, and measure results
• Communicate progress and improvement initiatives across all organizational levels
• Utilize ServiceNow for change management tracking and reporting
• Use Microsoft Project, Excel, PowerPoint, and Visio to plan, track, and visualize process improvements

Skills

ITIL delivery

Analytical skills

Delivery leadership

Quality management

Education

Bachelor's degree

Master's degree

PhD

Tools

ServiceNow

Microsoft Project

Excel

PowerPoint

Visio

Job description

Peraton seeks a Continual Service Improvement Manager to lead ITIL-based process and quality improvements for a state government client in Richmond, VA. You will drive governance, documentation, audits, and cross-functional coordination to enhance efficiency and compliance.

The role requires extensive experience in IT service management, Lean Six Sigma principles, and proficiency with ServiceNow, MS Project, Excel, PowerPoint, and Visio. U.S. citizenship and security considerations apply.