Senior IT Service Quality Manager (Active 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 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. This includes developing quality benchmarks, establishing and refining key performance indicators (KPIs), and conducting business impact analyses to ensure IT programs and services are effective, efficient, and aligned with organizational goals.

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.
• Additional responsibilities include maintaining and maturing the After-Action Review (AAR) process, developing IT Quality Management Program documentation, and preparing formal Service Quality Management and Risk Program reports.
• Ensure sustained improvement, accountability, and mission success for the DoD OIG by strengthening internal controls, advancing quality practices, and embedding measurable standards across IT services.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
• 8+ years of experience in IT service management, quality management, or process improvement, with at least 3 years of experience in a leadership or quality oversight role.
• Active Secret security clearance.

Preferred Qualifications:

• ITIL Expert/Managing Professional, ISO 9001 Lead Auditor, Six Sigma White/Yellow/Green/Black Belt, CMMI or COBIT certification.

Any clearance requirements for this position are established by the government contract.

Job ID

2026-26303

Work Type

On-Site

Pay Range

$135,000 - $140,000

Benefits

• Regular - The company offers a comprehensive benefits program, including medical, dental, vision, life insurance, 401(k) and a range of other voluntary benefits.
• Paid Time Off (PTO) is offered to regular full-time and part-time employees.

Company Description

Work Where it Matters

Suvi, an Akima company, is not just another federal mission services contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

For our shareholders

Suvi provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers

Suvi delivers subject matter experts, an agile management approach, and innovative technologies that accomplish customers’ missions safely, securely, and efficiently.

As a Suvi employee

You will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.