Quality Management Office Manager

CACI International•National Harbor, MD

2d•Hybrid

About The Position

CACI’s Quality Management Office Manager is responsible for overseeing and implementing a quality management framework for a large IT contract team supporting a federal government client. This role ensures alignment with industry standards such as ITSM (Information Technology Service Management) and CMMI (Capability Maturity Model Integration). The Quality Management Office Manager will drive continuous improvement initiatives, manage organizational change management, and service delivery excellence. This position will also be responsible for conducting quality audits, program information collection and presentation, and working with stakeholders on quality improvements. This is a people manager position. Location: National Harbor, MD (hybrid – 3 days a week on site)

Requirements

Bachelor's degree and at least 9 years of related experience.
Ability to obtain a DHS EOD Eligible
Minimum of 5 years in a quality management role, with experience in ITSM, CMMI, ISO frameworks, audits, and assessments.
Project Management Professional (PMP) certification
Proven experience in managing organizational change and conducting quality audits.
Demonstrated leadership abilities
Working collaboratively in a complex environment and driving performance, achievement and improvements
Proficient in analyzing data, metrics, and associated results and communicate effectively what the data is portraying and the meaning behind it to senior leaders
Excellent customer service skills to understand client’s concerns and requirements
Excellent written and oral communication skills.
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Data-driven and analytical mindset of service excellence and customer satisfaction

Nice To Haves

Active DoD clearance
Experience with Dynamic SLA and reporting
Relevant certifications such as ITIL, COBIT, CMMI
Previous experience with ServiceNow and JIRA

Responsibilities

Be responsible for managing the service delivery excellence functions of a large federal government IT services contract.
Lead the adoption and integration of ITSM best practices and CMMI frameworks within the organization. Develop and maintain documentation to support ITSM processes and CMMI levels. This includes compliance with periodic ITSM, CMMI and ISO audits for the program.
Define, monitor and report on quality, performance, and improvement goals and deliverables for the program’s IT service areas to meet or exceed program and customer expectations.
Develop an understanding of customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels.
Be responsible for Dynamic SLAs and collaborate with stakeholders to negotiate and update as applicable.
Manage the execution of various customer service reports and surveys.
Lead the standup and drive the adoption of organizational change management initiatives within the program including new processes, systems, and technologies.
Prepare audit and assessment reports and present findings to management, providing actionable recommendations.
Ensure collaboration with internal stakeholder teams such as Knowledge Management, Program Support and Operational Teams on coordination of resources, best practices, lessons learned, and service delivery.