Continual Improvement Manager (Hybrid)

VIATEQ Corporation•Washington, DC

3d•$96,500 - $126,500•Hybrid

About The Position

VIATEQ Corporation is seeking a Continual Improvement Manager to support a prime contractor and government customer in Washington, DC. This hybrid role requires 3 days on-site and the ability to obtain a Public Trust clearance. The Continual Improvement Manager will lead the enterprise continual service improvement (CSI) program, driving operational enhancements through data analysis, automation, process optimization, and fostering a culture of continuous learning. Operating within an ITIL 4-aligned ITSM framework, this position collaborates with various teams and government stakeholders to improve service quality, efficiency, reliability, and user experience in a hybrid IT environment. The role involves identifying improvement opportunities by analyzing performance data, trends, and feedback, and translating these into an actionable improvement backlog to meet government objectives. The ideal candidate is a strategic, analytical ITSM professional with expertise in CSI, process engineering, Agile delivery, and federal IT operations, capable of synthesizing data, building consensus, and demonstrating measurable outcomes.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, Organizational Management, or a related field from an accredited college or university. Equivalent work experience may be considered in lieu of a degree.
Minimum of 5 years of experience in IT service management, process improvement, or operations management, with at least 3 years of dedicated experience leading continual service improvement, process engineering, or quality management programs in an enterprise federal IT environment.
Demonstrated experience developing and managing a formal continual service improvement program, including CSI register management, improvement initiative execution, and outcome measurement in a complex IT operations environment.
Demonstrated experience facilitating Agile retrospectives and integrating retrospective outputs into actionable improvement backlogs within a Sprint-based delivery model.
Hands-on experience with enterprise ITSM platforms, preferably ServiceNow, including backlog management, dashboard development, and performance reporting.
Ability to obtain and maintain a government background investigation, HSPD-12 PIV credentials, and all required IT access authorizations prior to performing work requiring such access.
Exceptional communication skills in English, both written and oral, with the demonstrated ability to communicate improvement findings, initiative status, and program outcomes clearly and persuasively to both technical teams and senior Government stakeholders.
Deep knowledge of ITIL 4 continual improvement principles and practices, including the ITIL continual improvement model, CSI register management, improvement initiative lifecycle management, and measurement of improvement outcomes.
Strong Agile delivery knowledge, including experience facilitating Sprint Retrospectives, managing improvement backlogs, and integrating continual improvement with Sprint-based planning and prioritization processes.
Advanced analytical skills with the demonstrated ability to synthesize complex operational data from multiple sources, including ITSM metrics, service level performance data, incident trends, capacity utilization, customer satisfaction, and Sprint velocity, into coherent improvement findings and prioritized recommendations.
Demonstrated experience developing and managing a CSI register, ensuring improvement items are accurately documented, prioritized, assigned, tracked, and reported throughout their lifecycle.
Strong process engineering skills, including process mapping, workflow analysis, gap assessment, and standard operating procedure development across enterprise IT operations functional areas.
Demonstrated ability to build organizational buy-in for improvement initiatives, effectively influencing and motivating cross-functional teams to adopt process changes and new ways of working without direct authority.
Experience managing customer satisfaction measurement programs, including survey administration, data analysis, trend reporting, and improvement response planning.
Familiarity with automation and tooling opportunities within enterprise IT operations environments, including ITSM platform automation, reporting automation, and operational workflow optimization.
Familiarity with federal IT security and compliance requirements, including FISMA, NIST SP 800-53, Zero Trust Architecture principles, and CUI safeguarding requirements.
Strong organizational skills with the ability to simultaneously manage multiple improvement initiatives, reporting obligations, and stakeholder engagements with a high degree of accuracy and attention to detail.
Proficiency with Microsoft Office Suite, Microsoft Teams, Power BI or equivalent data visualization tools, and enterprise collaboration platforms.

Nice To Haves

Prior experience supporting federal civilian agency IT operations programs.
Experience leading continual improvement programs within hybrid on-premises and cloud environments, including AWS and Microsoft Azure/365.
Experience integrating ITIL 4 continual improvement practices with Agile delivery methodologies in an enterprise IT operations context.
ITIL 4 Foundation certification or higher (e.g., ITIL 4 Specialist: Drive Stakeholder Value, ITIL 4 Specialist: High Velocity IT, ITIL 4 Managing Professional, ITIL 4 Strategic Leader).
Certified Scrum Master (CSM), SAFe Agilist, PMI-ACP, or equivalent Agile certification demonstrating formal Agile delivery and retrospective facilitation credentials.
Lean Six Sigma Green Belt, Black Belt, or equivalent process improvement certification demonstrating formal process engineering and quality management methodology expertise.
ServiceNow Certified System Administrator (CSA) or equivalent ITSM platform certification.
Experience with Lean IT, DevOps, or Site Reliability Engineering (SRE) improvement practices as applied to enterprise IT operations environments.
Familiarity with AWS CloudWatch, Azure Monitor, Splunk, Dynatrace, or equivalent enterprise monitoring platforms as data sources for improvement analysis.
Experience developing executive-level briefing materials and presenting improvement program outcomes to senior Government or organizational leadership.
Project Management Professional (PMP) or equivalent project management certification demonstrating formal improvement initiative planning and execution capabilities.
Experience supporting Quality Assurance Surveillance Plan (QASP) activities in a federal IT contracting environment, including performance measurement and surveillance support.
Knowledge of knowledge management best practices and experience leading knowledge base improvement programs in an enterprise Service Desk environment.
Familiarity with Section 508 compliance requirements as they apply to ITSM reporting tools, dashboards, and improvement program documentation.
Experience with Power BI, Tableau, or equivalent data visualization platforms for improvement program dashboard development and performance trend reporting.
Familiarity with GSA Multiple Award Schedule (MAS) contract vehicles and federal IT contracting compliance requirements as they relate to continual improvement reporting and performance management obligations.
Knowledge of Zero Trust Architecture principles and their practical application to enterprise IT process improvement and operational security posture enhancement.

Responsibilities

Establish, own, and lead the enterprise continual service improvement (CSI) program, developing and maintaining a comprehensive CSI framework aligned to ITIL 4 principles and integrated with the program's Agile Sprint delivery model.
Develop, maintain, and govern the program-wide CSI register, ensuring all identified improvement opportunities are accurately documented, categorized, prioritized, assigned, tracked, and reported.
Define and communicate a clear improvement roadmap aligned to the Government's desired outcomes, ensuring priorities reflect program data and Government strategic objectives.
Lead the execution of high-priority improvement initiatives from identification through implementation and outcome validation, coordinating resources, managing dependencies, and tracking progress against defined success criteria.
Champion a culture of continuous learning, operational excellence, and data-driven decision-making across all functional teams.
Present CSI program status, improvement outcomes, and forward-looking improvement priorities at various forums, demonstrating measurable service improvement over time.
Serve as the program's primary analyst for improvement identification, synthesizing data from multiple operational sources to identify trends, patterns, performance gaps, and systemic inefficiencies.
Conduct regular analysis of service level performance data, incident and problem management trends, capacity utilization metrics, change success rates, customer satisfaction survey results, first-contact resolution rates, Sprint velocity data, and level-of-effort delivery metrics to identify improvement opportunities.
Perform process maturity assessments across functional areas, identifying gaps against ITIL 4 best practices, industry standards, and Government objectives.
Conduct root cause analysis and contributing factor analysis for recurring performance gaps, SLA breaches, and low customer satisfaction areas, developing targeted improvement recommendations.
Leverage Sprint Retrospective outputs, post-incident review (PIR) findings, problem management outputs, customer feedback, and staff observations as structured improvement inputs.
Analyze automation and tooling opportunities across operational workflows, ITSM platform capabilities, and reporting processes.
Develop detailed improvement initiative charters or project plans for significant improvement efforts.
Coordinate improvement initiative execution across functional teams, ensuring assigned owners have the clarity, resources, and organizational support needed.
Monitor and track all active improvement initiatives in the CSI register, providing regular status updates and escalating risks or delays.
Validate improvement outcomes through before-and-after performance data comparison.
Manage the improvement backlog in the Government's Agile/ITSM tooling, ensuring improvement items are accurately estimated, prioritized, and integrated into Sprint planning.
Coordinate with the automation and analytics team to implement automated monitoring, alerting, and reporting capabilities.
Serve as the primary facilitator of Sprint Retrospective ceremonies, ensuring each retrospective produces specific, actionable, and assigned improvement outcomes.
Collaborate with leadership to ensure the improvement backlog is integrated with the overall program backlog.
Participate in Sprint Planning, backlog refinement, Sprint Review, and daily coordination activities.
Develop and maintain Sprint-level improvement metrics.
Ensure the program's Agile operating model itself is subject to continual improvement.
Lead the development, documentation, and standardization of operational processes, procedures, runbooks, and standard operating procedures.
Conduct process mapping and workflow analysis for key operational processes.
Develop and maintain a process improvement methodology tailored to the program's Agile and ITIL 4 operating model.
Ensure that process changes arising from improvement initiatives are formally documented, communicated, and incorporated into training materials.
Collaborate with the Incident Manager and Service Management Lead to ensure the program's knowledge management practice is continuously improved.
Identify knowledge gaps contributing to first-contact resolution misses, escalation rates, or recurring incident patterns.
Promote knowledge capture as a standard operational practice.
Own and manage the program's customer satisfaction measurement program.
Analyze customer satisfaction data to identify service delivery gaps, user experience issues, and communication improvement opportunities.
Develop and maintain customer feedback mechanisms beyond post-ticket surveys.
Report customer satisfaction trends and improvement outcomes to program leadership and the Government.
Develop and maintain a comprehensive CSI program report, delivered monthly.
Contribute continual improvement data and narrative to various reports.
Develop executive-level briefing materials summarizing CSI program outcomes, improvement return on investment, and strategic improvement priorities.
Ensure all continual improvement activities comply with applicable Federal security, privacy, and compliance requirements.
Ensure that process changes and automation implementations are reviewed for security impact and comply with applicable change management and security authorization requirements.
Support audit readiness activities by maintaining accurate, complete, and readily accessible CSI program records, reports, and documentation.