Global IT Quality & Performance Leader

CACI; Reston (VA); On-site; USD 121,000 - 266,000; Full time

Job summary

CAгI is seeking a Quality Manager for the GMOS contract with DoS support. You will lead a global team to implement QMPs, drive quality standards, and establish performance metrics that meet government requirements.

You will guide continuous improvement initiatives, develop customer experience programs and executive-level reporting, and ensure alignment with ITSM practices across diverse services and platforms.

Qualifications

• BA/BS + 13 years of relevant experience; equivalencies considered.
• Active Secret clearance.
• Experience developing, implementing, and managing enterprise Quality Management Programs (QMPs) and QA frameworks.
• Experience establishing and managing performance metrics, KPIs, SLAs, and quality standards.
• Experience with quality assessments, audits, RCA, trend analysis and CAPA planning.
• Experience implementing continuous improvement methodologies and data-driven improvements.
• Experience building customer experience programs including surveys and NPS.
• Experience creating QMPs, SOPs, dashboards, and executive reporting.
• Experience with ITSM tools and IT service delivery metrics.

Responsibilities

• Provides technical/management leadership for QMP development, implementation, and maintenance across global enterprise.
• Establishes enterprise quality standards ensuring services and performance meet Government requirements.
• Directs identification of operational services with PM metrics, establishing continuous improvement methods.
• Establishes enterprise performance metrics framework aligned with objectives and compliance standards.
• Directs customer experience program strategy including surveys, NPS metrics, and improvement plans.
• Establishes enterprise KMP strategy with SOPs, QC procedures, and continuous improvement processes.
• Directs continuous improvement methodology implementation within operations.
• Provides leadership on major assignments including financial management, methods, and staffing.

Skills

Quality leadership

Performance metrics

Continuous improvement

ITSM knowledge

Governance

Education

BA/BS + 13 years experience

Tools

ITSM tools

QA frameworks

Job description

CAгI is seeking a Quality Manager for the GMOS contract with DoS support. You will lead a global team to implement QMPs, drive quality standards, and establish performance metrics that meet government requirements.

You will guide continuous improvement initiatives, develop customer experience programs and executive-level reporting, and ensure alignment with ITSM practices across diverse services and platforms.