Senior Quality Manager

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

Job Title: Senior Quality Manager

Job Category: Engineering

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

The Opportunity

CACI is seeking a Senior Quality Manager for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Responsibilities

• Leads development, implementation, and maintenance of comprehensive QMP across all contract activities supporting 40,000+ users
• Ensures all services, deliverables, and performance outcomes meet or exceed Government requirements and applicable Federal policies
• Leads collaboration with stakeholders to identify operational services requiring Performance Management Metrics proposing continuous improvement methodology
• Develops comprehensive performance metrics consistent with organizational objectives and compliance standards
• Develops comprehensive customer experience program including transactional surveys, relationship surveys, NPS metrics, and action plans
• Develops comprehensive KMP including contractor SOPs, internal quality control procedures, training materials, and lessons learned
• Implements continuous improvement methodology using performance data and customer feedback to drive service enhancements
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments, plans and leads major technical assignments, and functions as a technical expert across multiple project assignments; may supervise others

Qualifications

Required

• BA/BS degree and 8+ years of related experience; additional relevant experience may be considered in lieu of degree requirements
• Active Secret clearance
• Demonstrated experience developing, implementing, and managing Quality Management Plans (QMPs), quality assurance programs, and quality control processes within large-scale IT or service delivery environments
• Experience in establishing and managing performance metrics, KPIs, SLAs, quality thresholds, and reporting frameworks used to measure contractual and operational performance
• Proven experience analyzing performance data, identifying trends and service deficiencies, conducting root cause analysis, and implementing corrective and preventive actions
• Demonstrated experience leading continuous improvement initiatives using quantitative performance data, customer feedback, lessons learned, and industry best practices to improve service quality and operational effectiveness
• Experience developing or managing customer experience and satisfaction programs, including surveys, performance feedback, trend analysis, and measurable improvement plans
• Experience developing and maintaining SOPs, internal quality control procedures, knowledge management practices, training materials, and lessons-learned repositories
• Strong knowledge of IT Service Management (ITSM) principles, tools, and methodologies and their application to quality, performance, and service delivery management
• Demonstrated ability to communicate quality and performance results to senior leadership and Government stakeholders and drive cross-functional accountability for corrective actions and service improvements

Desired

• Prior experience supporting federal agencies, especially the Department of State

What You Can Expect

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CAC I values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The Proposed Salary Range For This Position Is

$103,800 - $218,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.