Senior IT Service Quality Manager (Active Secret Clearance) with Security Clearance

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

Benefits offered by this job

Medical benefits

401(k) and other benefits

Paid Time Off

Job summary

Suvi in Alexandria, VA seeks a Senior IT Service Quality Manager to improve quality across DoD OIG IT services. You will set KPIs, benchmark performance, and analyze business impact to align IT programs with goals.

You will assess processes, document QA issues, support quality improvements across help desk and IT operations, and prepare formal reports. This is an on-site role requiring an active Secret clearance.

Qualifications

• Bachelor's degree in IT, CS, Business, or related field.
• 8+ years in IT service or quality management with 3+ years in leadership.
• 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.
• 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.

Skills

Leadership experience

Security clearance

Quality management

Education

Bachelor's degree in IT/CS/Business

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. At Suvi, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. 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.