Continual Service Improvement Manager

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

Responsibilities

Peraton is seeking a Continual Service Improvement (CSI) Manager to lead process and quality improvement initiatives for a state government customer. This role will work closely with the Multi-Source Service Integrator (MSI) and internal teams to identify, develop, and implement service improvements that enhance efficiency, compliance, and overall program performance.

The ideal candidate will have experience implementing ITIL-based processes, managing quality programs, and driving continual improvement in large, complex government IT environments.

This position will provide support in the following location(s): Richmond, VA

Key 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

**Position is part of a proposal opportunity**

Qualifications

Basic Qualifications

• Min 12 years with BS/BA, Min 10 years with MS/MA, Min 7 years with PhD. 16 years of experience with a HS diploma/equivalent can be considered 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

Clearance Requirement

• U.S. Citizenship required
• Ability to pass a state suitability/background investigation

Preferred Qualifications

• ITIL v3 or v4 Foundation Certification
• Experience leading continual service improvement initiatives in large government IT programs
• Familiarity with Lean Six Sigma methodologies
• Ability to facilitate cross-functional collaboration and mentoring of teams
• Experience with IT service management, metrics and reporting

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.