Quality Manager

CACI International•Reston, VA

68d•$120,800 - $265,800•Hybrid

About The Position

CACI is seeking a Quality Manager for the Global Mission Operations Support (GMOS) contract, supporting the Department of State. This role offers a unique opportunity to enhance national security through advanced IT solutions. You will collaborate with experienced professionals in an innovative environment, guiding a high-performing team to deliver excellence. The GMOS contract aims to provide world-class IT support by modernizing and maintaining applications and infrastructure using an integrated IT Service Management approach. Join us to make a meaningful impact on a program of national importance.

Requirements

BA/BS + 13 years of relevant experience; equivalencies considered
Active Secret clearance
Extensive experience developing, implementing, and managing enterprise Quality Management Programs (QMPs), quality assurance frameworks, and quality control processes within complex IT/service delivery environments
Demonstrated experience establishing and managing performance metrics, KPIs, SLAs, quality standards, and service-level performance measures aligned with contractual and organizational requirements
Experience conducting quality assessments, audits, root cause analysis, trend analysis, and corrective/preventive action planning to identify and resolve performance deficiencies
Demonstrated experience implementing continuous improvement methodologies and translating performance data into measurable operational improvements
Experience developing and managing customer experience and service quality programs, including surveys, satisfaction metrics, NPS, trend analysis, and improvement action plans
Experience developing quality management plans, SOPs, quality control procedures, performance dashboards, and executive-level reporting
Experience with IT Service Management (ITSM) tools and methodologies, including measuring and improving performance across IT service delivery processes
Demonstrated ability to provide enterprise-level quality governance and technical leadership, working across operations, engineering, service management, program leadership, and Government stakeholders

Nice To Haves

Prior experience supporting federal agencies, especially the Department of State
Experience supporting large-scale, geographically dispersed or global enterprise IT environments
Experience with ISO 9001, CMMI, Lean Six Sigma, ITIL, or comparable quality and continuous improvement frameworks
Lean Six Sigma, ITIL, ISO Quality Management, ASQ, or related professional certification

Responsibilities

Provides technical/management leadership for QMP development, implementation, and maintenance across global enterprise
Establishes enterprise quality standards ensuring services, deliverables, and performance outcomes meet Government requirements
Directs identification of operational services requiring Performance Management Metrics establishing continuous improvement methodology
Establishes enterprise performance metrics framework consistent with organizational objectives and compliance standards
Directs customer experience program strategy including surveys, NPS metrics, trend analysis, and improvement action plans
Establishes enterprise KMP strategy documenting SOPs, quality control procedures, and continuous improvement processes
Directs continuous improvement methodology implementation supporting continuous improvement cycles within operations
Provides technical/management leadership on major assignments, establishes goals and plans that meet project objectives, and directs activities with overall responsibility for financial management, methods, and staffing