Senior IT Quality & Performance Manager

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

Job summary

CACI seeks a Senior Quality Manager to lead the GMOS contract for the Department of State. You will guide a high-performing team to develop and manage QMPs, QA programs, and performance metrics for 40,000+ users in a large IT/service environment.

The role requires a BA/BS and 8+ years, active Secret clearance, and a proven record of continuous improvement, customer experience programs, SOPs, and ITSM applications.

Qualifications

• BA/BS degree required; 8+ years of related experience or equivalent
• Active Secret clearance required
• Experience developing, implementing, and managing Quality Management Plans (QMPs) and quality control processes
• Experience establishing and managing performance metrics, KPIs, and SLAs
• Experience analyzing performance data and conducting root cause analysis
• Experience leading continuous improvement initiatives using data and customer feedback
• Experience developing customer experience programs and surveys
• Experience maintaining SOPs, knowledge management, and training materials
• Strong knowledge of IT Service Management (ITSM) principles and implementation
• Ability to communicate results to senior leadership and drive cross-functional accountability

Responsibilities

• Leads development, implementation, and maintenance of comprehensive QMP across contract activities
• Ensures services meet Government requirements and Federal policies
• Leads collaboration with stakeholders to identify operational services requiring Performance Metrics
• Develops performance metrics aligned with objectives and compliance
• Develops customer experience program including surveys and NPS
• Develops knowledge management, SOPs, and lessons learned
• Implements continuous improvement using performance data and feedback
• Acts as technical expert across major assignments and may supervise others

Skills

Quality Management

QMPs

ITSM

KPIs

SLAs

Root Cause Analysis

Continuous Improvement

Customer Experience

SOPs

Training Materials

Leadership

Communication to Leadership

Education

BA/BS degree

Tools

ITSM tools

Job description

CACI seeks a Senior Quality Manager to lead the GMOS contract for the Department of State. You will guide a high-performing team to develop and manage QMPs, QA programs, and performance metrics for 40,000+ users in a large IT/service environment.

The role requires a BA/BS and 8+ years, active Secret clearance, and a proven record of continuous improvement, customer experience programs, SOPs, and ITSM applications.