Continual Service Improvement Manager

Peraton•Richmond, VA

3d•$104,000 - $166,000•Onsite

About The Position

Peraton is seeking a Continual Service Improvement (CSI) Manager to lead process and quality improvement initiatives for a state government customer. This role will work closely with the Multi-Source Service Integrator (MSI) and internal teams to identify, develop, and implement service improvements that enhance efficiency, compliance, and overall program performance. The ideal candidate will have experience implementing ITIL-based processes, managing quality programs, and driving continual improvement in large, complex government IT environments. This position will provide support in the following location(s): Richmond, VA. This position is part of a proposal opportunity.

Requirements

Min 12 years with BS/BA, Min 10 years with MS/MA, Min 7 years with PhD. 16 years of experience with a HS diploma/equivalent can be considered in lieu of a degree.
5+ years in delivery roles of increasing responsibility in ITIL-based IT programs
3+ years implementing process and quality standards on government IT programs
Critical thinking, independent operation, and strong personal accountability
Strong analytical skills to assess trends and identify opportunities for improvement
Ability to plan, schedule, track, and communicate progress across all levels of an organization
Experience using ServiceNow, Microsoft Project, Excel, PowerPoint, and Visio
U.S. Citizenship required
Ability to pass a state suitability/background investigation

Nice To Haves

ITIL v3 or v4 Foundation Certification
Experience leading continual service improvement initiatives in large government IT programs
Familiarity with Lean Six Sigma methodologies
Ability to facilitate cross-functional collaboration and mentoring of teams
Experience with IT service management, metrics and reporting

Responsibilities

Oversee a continual improvement governance process integrated with the government customer MSI platform
Lead a process management program ensuring delivery processes are documented, implemented, monitored, and improved
Assist teams in designing and documenting delivery processes aligned with ITIL4, Agile, PMI quality standards, and Lean Six Sigma principles
Maintain and update the contract Quality Management Plan, coordinating improvements across the organization
Track compliance with contract requirements and Service Level Agreements (SLAs)
Plan and conduct internal audits to identify gaps in process implementation and lead teams to implement corrective actions
Lead or support Peraton responses to government audits
Analyze data from multiple sources to identify trends, improvement opportunities, and measure results
Communicate progress and improvement initiatives across all organizational levels
Utilize ServiceNow for change management tracking and reporting
Use Microsoft Project, Excel, PowerPoint, and Visio to plan, track, and visualize process improvements