Quality Assurance Leader - IT Operations & ServiceNow

Strategic Operational Solutions, Inc; Ashburn (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

STOPSO is seeking a Quality Manager to oversee QA across APR operations, ensuring SLA compliance and service quality in a government- or contractor-facing environment.

You will lead audits, drive continuous improvement, develop quality metrics and scorecards, and coach operational leadership to sustain excellence.

Candidates should have a Bachelor's in IT or business and at least five years in quality management within IT services, plus experience with ServiceNow.

Qualifications

• Bachelor's degree in IT, Business, or related discipline.
• Five (5) years of quality management experience supporting IT operations.
• Experience supporting ServiceNow-based service management environments.
• Strong analytical and reporting skills.

Responsibilities

• Oversee quality assurance and SLA compliance across APR operations.
• Develop and maintain quality standards, scorecards, and review procedures.
• Conduct audits of incidents, work orders, requests, and escalations.
• Analyze service performance trends and identify corrective actions.
• Lead root-cause analysis activities.
• Monitor compliance with SLAs and operational procedures.
• Develop Quality Assurance Reports and management briefings.
• Support continuous improvement and process optimization initiatives.
• Coordinate customer satisfaction measurement activities.
• Provide coaching recommendations to operational leadership.

Skills

Quality management

Root-cause analysis

Data analysis

Auditing

Service improvement

Leadership coaching

Education

Bachelor's degree in IT/Business or related

Tools

ServiceNow

Job description

STOPSO is seeking a Quality Manager to oversee QA across APR operations, ensuring SLA compliance and service quality in a government- or contractor-facing environment.

You will lead audits, drive continuous improvement, develop quality metrics and scorecards, and coach operational leadership to sustain excellence.

Candidates should have a Bachelor's in IT or business and at least five years in quality management within IT services, plus experience with ServiceNow.