Continual Service Improvement (CSI) Lead

CACI•Washington, DC

7d•Hybrid

About The Position

CACI is seeking a seasoned Continual Service Improvement Lead for the United States Secret Service (USSS) contract, supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by leading quality management and continuous improvement initiatives that strengthen OCIO's operational maturity, service delivery effectiveness, and mission alignment. As the CSI Lead, you will serve as a trusted advisor and change agent, establishing quality management practices, performance measurement frameworks, and continuous improvement methodologies that drive excellence across OCIO transformation initiatives. You will provide project management leadership to assess existing processes, identify operational bottlenecks, and implement targeted enhancements that increase efficiency, quality, and mission effectiveness. Working closely with OCIO leadership, division chiefs, and technical teams, you will help institutionalize a culture of continuous improvement through data-driven analysis, structured assessments, and sustainable quality practices. Join us to make a meaningful impact on a transformational program of national importance.

Requirements

Bachelor's degree + 10 years of relevant experience in quality management, continuous improvement, organizational performance, process excellence, or related fields; equivalencies considered (16 years of experience with no degree, AA + 12 years' experience, MA + 7 years' experience)
Ability to obtain a Public Trust clearance
Proven expertise establishing and managing quality management programs in complex, matrixed organizations
Strong background in continuous improvement methodologies (Lean, Six Sigma, Kaizen, PDCA, DMAIC)
Demonstrated success leading process assessments, identifying bottlenecks, and implementing improvement initiatives
Experience with performance measurement, metrics development, and analytics-driven decision making
Excellent analytical and problem-solving skills with ability to conduct root-cause analysis and develop evidence-based recommendations
Strong project management capabilities with ability to manage multiple concurrent improvement initiatives
Outstanding communication and stakeholder engagement skills with ability to influence senior leadership

Nice To Haves

Lean Six Sigma Black Belt or Master Black Belt certification; Quality Management certifications (CQM, CQA, ASQ); Project Management Professional (PMP); ITIL Expert/Master certification
Experience supporting federal government IT transformation programs, particularly within DHS or law enforcement agencies; CMMI or ISO quality management system experience
Background in IT service management, project/program management, or enterprise operations; familiarity with ServiceNow or other ITSM platforms
Experience with data visualization and analytics tools (Power BI, Tableau, Qlik); experience facilitating Kaizen events, process improvement workshops, and value stream mapping sessions
Knowledge of change management principles and adoption strategies; proven ability to develop and deliver executive-level presentations and reports; experience developing governance frameworks and quality standards

Responsibilities

Establish comprehensive quality management practices, performance measures, and QA/QC frameworks aligned to industry best practices (ISO, CMMI, ITIL, PMI) that assess OCIO transformation outcomes, identify deficiencies, and promote consistent delivery; design governance mechanisms and quality gates that institutionalize standards across OCIO divisions
Lead continuous improvement project management activities providing leadership to drive systematic evaluation and enhancement of OCIO operations; conduct comprehensive assessments of existing processes, intake workflows, governance practices, IT service management, and delivery execution to identify friction points and bottlenecks
Analyze performance trends, risks, and improvement opportunities using data-driven methodologies and root-cause analysis; evaluate quality metrics, service level performance, incident trends, and stakeholder feedback to produce Continuous Improvement Assessment Reports documenting findings, gap analysis, and evidence-based recommendations
Develop and prioritize improvement recommendations based on mission impact, feasibility, resource requirements, and strategic alignment; contribute to Continuous Improvement Roadmaps that sequence initiatives, define success criteria, and establish timelines; provide strategic guidance to leadership on quality investments
Manage execution of continuous improvement initiatives through structured project plans, schedules, milestones, and performance metrics; track corrective-action plans, monitor implementation progress, and ensure improvements are executed consistently across the enterprise
Establish mechanisms for monitoring continuous improvement progress and measuring outcomes; embed feedback loops, performance analytics, and repeatable assessment cycles into OCIO's project and service delivery culture; develop quality dashboards and performance scorecards
Coordinate closely with OCIO leadership, division chiefs, technical teams, and stakeholders to ensure continuous improvement activities are collaborative and data-driven; facilitate working sessions, steering committees, quality reviews, and stakeholder engagement sessions
Prepare and deliver Monthly Progress Reports and executive briefings communicating quality metrics, improvement outcomes, and recommendations; partner with change management teams to ensure quality improvements are understood, adopted, and sustained
Support development of standardized processes, templates, dashboards, and governance mechanisms that institutionalize quality improvements; provide coaching and mentorship on quality management practices; champion a culture of continuous improvement and operational excellence across OCIO