Global IT Quality & Performance Leader

CACI International Inc

Reston (OR)

On-site

USD 121,000 - 266,000

Full time

7 days ago

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Job summary

CACI International Inc. is seeking a Quality Manager to lead the Global Mission Operations Support program under the Department of State. The role requires directing QMP development and metrics, while ensuring quality across global IT services and projects.

You will drive continuous improvement and enterprise-wide quality governance. The position emphasizes leadership, cross‑functional collaboration, and compliance with government requirements, including managing customers and executive

Qualifications

BA/BS degree with 13+ years of relevant IT/quality management experience.
Active Secret clearance.
Experience building, implementing, and managing enterprise Quality Management Programs (QMPs), quality assurance frameworks, and quality control processes within complex IT/service delivery environments.
Experience establishing and managing performance metrics, KPIs, SLAs, quality standards, and service-level performance measures aligned with contractual and organizational requirements.
Experience conducting quality assessments, audits, root cause analysis, trend analysis, and corrective/preventive action planning to identify and resolve performance deficiencies.
Experience implementing continuous improvement methodologies and translating performance data into measurable operational improvements.
Experience developing and managing customer experience programs including surveys, satisfaction metrics, NPS, trend analysis, and improvement action plans.
Experience developing quality management plans, SOPs, quality control procedures, performance dashboards, and executive-level reporting.
Experience with IT Service Management (ITSM) tools and methodologies, including measuring and improving performance across IT service delivery processes.

Responsibilities

Provides technical/management leadership for QMP development, implementation, and maintenance across global enterprise.
Establishes enterprise quality standards ensuring services, deliverables, and performance outcomes meet Government requirements.
Directs identification of operational services requiring Performance Management Metrics establishing continuous improvement methodology.
Establishes enterprise performance metrics framework consistent with organizational objectives and compliance standards.
Directs customer experience program strategy including surveys, NPS metrics, trend analysis, and improvement action plans.
Establishes enterprise KMP strategy documenting SOPs, quality control procedures, and continuous improvement processes.
Directs continuous improvement methodology implementation supporting continuous improvement cycles within operations.
Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing.