Senior IT Service Quality Leader - Secret Clearance

Akima; Alexandria (VA); On-site; USD 135,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision, lifeinsurance

401(k) and more

Paid Time Off

Job summary

Suvi, an Akima company, is hiring a Senior IT Service Quality Manager in Alexandria, VA to analyze, monitor, and improve the quality of IT services across all DoD OIG divisions. The role includes developing quality benchmarks, KPIs, business impact analyses, and ensuring IT programs are effective and aligned with organizational goals.

Responsibilities include assessing processes, streamlining operations, resolving QA issues, maturing the AAR process, and preparing formal reports for the IT

Qualifications

• 8+ years of experience in IT service management, quality management, or process improvement, with at least 3 years in a leadership or quality oversight role.
• Active Secret security clearance.

Responsibilities

• Assess existing processes, identify opportunities for streamlining, and implement continuous process improvements while ensuring end-user needs are met through timely service follow-up and resolution.
• Document and resolve complex QA issues, facilitate workflow analysis and serve as a resource for quality improvements across IT functions such as help desk, operations, requirements gathering, and service delivery.
• Maintain and mature the After-Action Review (AAR) process, develop IT Quality Management Program documentation, and prepare formal Service Quality Management and Risk Program reports.
• Strengthen internal controls, advance quality practices, and embed measurable standards across IT services to ensure sustained improvement and mission success.

Skills

IT service management

Quality management

Process improvement

Leadership

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Job description

Suvi, an Akima company, is hiring a Senior IT Service Quality Manager in Alexandria, VA to analyze, monitor, and improve the quality of IT services across all DoD OIG divisions. The role includes developing quality benchmarks, KPIs, business impact analyses, and ensuring IT programs are effective and aligned with organizational goals.

Responsibilities include assessing processes, streamlining operations, resolving QA issues, maturing the AAR process, and preparing formal reports for the IT