Quality Manager, IT Services & Continuous Improvement

STOPSO; Ashburn (VA); On-site; USD 110,000 - 120,000; Full time

Job summary

STOPSO is seeking a Quality Manager to oversee quality assurance, service improvement, and SLA compliance across APR operations. The role may be filled onsite at a Government facility or at a contractor facility, with a strong focus on delivering consistent IT support and measurable quality outcomes.

Ideal candidates hold a Bachelor's degree in IT or related field, at least five years of quality management in IT, and experience with ServiceNow-based service management.

Qualifications

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

Responsibilities

• Oversee quality assurance, service improvement, trend analysis, audit activities, and SLA compliance across APR operations.
• Develop and maintain quality standards, scorecards, and review procedures.
• Lead root-cause analysis and coordinate customer satisfaction measurement activities.
• Provide coaching to operational leadership and drive continuous process improvement.
• Prepare Quality Assurance Reports and management briefings.

Skills

Analytical skills

Reporting skills

Education

Bachelor's degree in IT/Business or related

Tools

ServiceNow

Job description

STOPSO is seeking a Quality Manager to oversee quality assurance, service improvement, and SLA compliance across APR operations. The role may be filled onsite at a Government facility or at a contractor facility, with a strong focus on delivering consistent IT support and measurable quality outcomes.

Ideal candidates hold a Bachelor's degree in IT or related field, at least five years of quality management in IT, and experience with ServiceNow-based service management.