Continuous Service Improvement Lead — Quality & Performance

CACI; Sterling (VA); On-site; USD 87,000 - 182,000; Full time

Job summary

CACI seeks an experienced Continuous Service Improvement Management Lead to drive service quality, efficiency, and customer satisfaction. Lead CSI initiatives, develop metrics, and present outcomes to stakeholders from a senior technical perspective.

Requirements include a Bachelor’s degree in CS/IT, 5+ years in network operations or QA, ITIL certification, and TS/SCI with Poly. The role emphasizes analyzing CSI data, collaborating across programs, and implementing best practices in a fast-paced

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• 5+ years of experience in network operations, quality assurance, or related roles.
• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN).
• Good working knowledge of the Service Management workflows and ITSM processes.
• ITIL V3 or 4 certification and training.

Responsibilities

• Assist the lead in providing continuous service improvement (CSI) management across the program.
• Develop and maintain performance metrics in accordance with the CSI approach.
• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved.
• Design and implement CSI initiatives.
• Monitor and analyze CSI performance data to identify trends and potential issues.
• Collaborate across the program to identify and implement improvements.
• Develop and maintain documentation for CSI processes and procedures.
• Create and present regular reports on CSI initiatives and quality metrics to stakeholders.
• Identify and implement best practices.
• Participate in CSI planning and projects.

Skills

CSI management

Performance metrics

Data analysis

Problem solving

Communication

Team collaboration

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Network monitoring tools

ITSM tools

Job description

CACI seeks an experienced Continuous Service Improvement Management Lead to drive service quality, efficiency, and customer satisfaction. Lead CSI initiatives, develop metrics, and present outcomes to stakeholders from a senior technical perspective.

Requirements include a Bachelor’s degree in CS/IT, 5+ years in network operations or QA, ITIL certification, and TS/SCI with Poly. The role emphasizes analyzing CSI data, collaborating across programs, and implementing best practices in a fast-paced