CSI Lead: Transform IT Service Quality

CACI International Inc.; Washington (District of Columbia); On-site; USD 104,000 - 218,000; Full time

Job summary

CACI International Inc. is seeking a seasoned Continual Service Improvement Lead to guide quality management, governance, and performance measurement for the DHS/USSS contract.

You will lead cross-functional improvement initiatives, establish QA/QC frameworks, and drive data-driven decisions across the OCIO organization. The role emphasizes methodology development, roadmaps, and executive-level reporting to enhance service delivery, reduce bottlenecks, and align with mission objectives.

Qualifications

• Bachelor's degree plus 10 years of relevant experience; equivalencies considered
• Ability to obtain a Public Trust clearance
• Proven expertise establishing and managing quality management programs in complex, matrixed organizations
• Strong background in Lean, Six Sigma, Kaizen, PDCA, DMAIC
• Demonstrated success leading process assessments, identifying bottlenecks, and implementing improvement initiatives
• Experience with performance measurement, metrics development, and analytics-driven decision making
• Excellent analytical and problem-solving skills with ability to conduct root-cause analysis and develop evidence-based recommendations
• Strong project management capabilities with ability to manage multiple concurrent improvement initiatives
• Outstanding communication and stakeholder engagement skills with ability to influence senior leadership

Responsibilities

• Establish comprehensive quality management practices, performance measures, and QA/QC frameworks aligned to industry best practices (ISO, CMMI, ITIL, PMI) that assess OCIO transformation outcomes, identify deficiencies, and promote consistent delivery; design governance mechanisms and quality gates that institutionalize standards across OCIO divisions
• Lead continuous improvement project management activities providing leadership to drive systematic evaluation and enhancement of OCIO operations; conduct comprehensive assessments of existing processes, intake workflows, governance practices, IT service management, and delivery execution to identify friction points and bottlenecks
• Analyze performance trends, risks, and improvement opportunities using data-driven methodologies and root-cause analysis; evaluate quality metrics, service level performance, incident trends, and stakeholder feedback to produce Continuous Improvement Assessment Reports documenting findings, gap analysis, and evidence-based recommendations
• Develop and prioritize improvement recommendations based on mission impact, feasibility, resource requirements, and strategic alignment; contribute to Continuous Improvement Roadmaps that sequence initiatives, define success criteria, and establish timelines; provide strategic guidance to leadership on quality investments
• Manage execution of continuous improvement initiatives through structured project plans, schedules, milestones, and performance metrics; track corrective-action plans, monitor implementation progress, and ensure improvements are executed consistently across the enterprise
• Establish mechanisms for monitoring continuous improvement progress and measuring outcomes; embed feedback loops, performance analytics, and repeatable assessment cycles into OCIO's project and service delivery culture; develop quality dashboards and performance scorecards
• Coordinate closely with OCIO leadership, division chiefs, technical teams, and stakeholders to ensure continuous improvement activities are collaborative and data-driven; facilitate working sessions, steering committees, quality reviews, and stakeholder engagement sessions
• Prepare and deliver Monthly Progress Reports and executive briefings communicating quality metrics, improvement outcomes, and recommendations; partner with change management teams to ensure quality improvements are understood, adopted, and sustained
• Support development of standardized processes, templates, dashboards, and governance mechanisms that institutionalize quality improvements; provide coaching and mentorship on quality management practices; champion a culture of continuous improvement and operational excellence across OCIO

Skills

Quality management

Continuous improvement

Data analytics

Stakeholder engagement

Project management

Education

Bachelor's degree + 10 years of relevant experience

Tools

ServiceNow

Power BI

Tableau

Qlik

ITIL

Job description

CACI International Inc. is seeking a seasoned Continual Service Improvement Lead to guide quality management, governance, and performance measurement for the DHS/USSS contract.

You will lead cross-functional improvement initiatives, establish QA/QC frameworks, and drive data-driven decisions across the OCIO organization. The role emphasizes methodology development, roadmaps, and executive-level reporting to enhance service delivery, reduce bottlenecks, and align with mission objectives.