Senior IT Quality & Performance Leader

CACI International Inc; Reston (VA); On-site; USD 104,000 - 218,000; Full time

Job summary

CAC I International Inc in Reston, VA seeks a Senior Quality Manager to lead the Quality Management Program across the GMOS contract serving 40,000+ users. You will drive ITSM-based quality, performance, and service delivery improvements across a complex IT landscape.

You will lead a high-performing team, report to government stakeholders, and ensure compliance with federal policies while advancing continuous improvement using data, customer feedback, and lessons learned.

Qualifications

• BA/BS degree and 8+ years of related experience.
• Active Secret clearance.
• Experience developing, implementing, and managing Quality Management Plans (QMPs) and QA/QC in large IT or service delivery environments.
• Experience establishing and managing performance metrics, KPIs, SLAs, quality thresholds, and reporting frameworks.
• Proven experience analyzing performance data, identifying trends, and implementing corrective actions.
• Experience leading continuous improvement initiatives using data, customer feedback, and lessons learned.
• Experience developing customer experience programs and related surveys/feedback mechanisms.
• Experience maintaining SOPs, knowledge management, training materials, and lessons learned repositories.
• Strong ITSM knowledge and its application to quality and service delivery management.
• Ability to communicate results to senior leadership and government stakeholders and drive cross-functional accountability for improvements.
• Prior federal agency experience, especially with the Department of State (desired).

Responsibilities

• Leads development, implementation, and maintenance of comprehensive QMP across contract activities for 40,000+ users.
• Ensures services, deliverables, and performance meet Government requirements and Federal policies.
• Leads collaboration with stakeholders to identify operational services requiring performance management metrics and continuous improvement.
• Develops comprehensive performance metrics aligned with organizational objectives and compliance standards.
• Develops customer experience program including transactional surveys, relationship surveys, NPS metrics, and action plans.
• Develops comprehensive knowledge management including SOPs, training materials, and lessons learned.
• Implements continuous improvement using performance data and customer feedback to drive service enhancements.
• Possesses and applies broad knowledge across tasks, plans and leads major technical assignments, and may supervise others.

Skills

Quality Management

ITSM

Performance Metrics

Quality Plans

Stakeholder communication

Education

BA/BS degree

Tools

ITSM Tools

Job description

CAC I International Inc in Reston, VA seeks a Senior Quality Manager to lead the Quality Management Program across the GMOS contract serving 40,000+ users. You will drive ITSM-based quality, performance, and service delivery improvements across a complex IT landscape.

You will lead a high-performing team, report to government stakeholders, and ensure compliance with federal policies while advancing continuous improvement using data, customer feedback, and lessons learned.