Senior Quality Manager - IT Service Delivery (Secret)

CACI International Inc; Reston (VA); On-site; USD 125,000 - 266,000; Full time

Job summary

CACI International Inc. is seeking a Quality Manager for the GMOS contract to lead enterprise QMP development and implementation across a global IT delivery environment. You will guide a high-performing team, establish quality standards, and align performance metrics with government requirements.

Responsibilities include defining KPIs, conducting audits and trend analyses, and driving continuous improvement through quality plans, SOPs, and executive-level reporting. Secret clearance is required.

Qualifications

• BA/BS + 13 years of relevant experience; equivalencies considered.
• Active Secret clearance.
• Experience developing, implementing, and managing enterprise Quality Management Programs (QMPs), quality assurance frameworks, and quality control processes within complex IT/service delivery environments.
• Experience establishing and managing performance metrics, KPIs, SLAs, quality standards, and service-level performance measures aligned with contractual and organizational requirements.
• Experience conducting quality assessments, audits, root cause analysis, trend analysis, and corrective/preventive action planning to identify and resolve performance deficiencies.
• Demonstrated experience implementing continuous improvement methodologies and translating performance data into measurable operational improvements.
• Experience developing and managing customer experience and service quality programs, including surveys, satisfaction metrics, NPS, trend analysis, and improvement action plans.
• Experience developing quality management plans, SOPs, quality control procedures, performance dashboards, and executive-level reporting.
• Experience with IT Service Management (ITSM) tools and methodologies, including measuring and improving performance across IT service delivery processes.
• Demonstrated ability to provide enterprise-level quality governance and technical leadership, working across operations, engineering, service management, program leadership, and Government stakeholders.

Responsibilities

• Provides technical/management leadership for QMP development, implementation, and maintenance across global enterprise.
• Establishes enterprise quality standards ensuring services, deliverables, and performance outcomes meet Government requirements.
• Directs identification of operational services requiring Performance Management Metrics establishing continuous improvement methodology.
• Establishes enterprise performance metrics framework consistent with organizational objectives and compliance standards.
• Directs customer experience program strategy including surveys, NPS metrics, trend analysis, and improvement action plans.
• Establishes enterprise KMP strategy documenting SOPs, quality control procedures, and continuous improvement processes.
• Directs continuous improvement methodology implementation supporting continuous improvement cycles within operations.
• Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing.

Skills

QMP leadership

KPIs & SLAs

Quality governance

Customer experience programs

ITSM knowledge

Education

BA/BS degree

Tools

ITSM tools

Job description

CACI International Inc. is seeking a Quality Manager for the GMOS contract to lead enterprise QMP development and implementation across a global IT delivery environment. You will guide a high-performing team, establish quality standards, and align performance metrics with government requirements.

Responsibilities include defining KPIs, conducting audits and trend analyses, and driving continuous improvement through quality plans, SOPs, and executive-level reporting. Secret clearance is required.