Continual Service Improvement Manager

Peraton • Richmond, VA

2d • 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.

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

Benefits

• Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed