Quality Management Office Manager

Opportunity

Quality Management Office Manager Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start:
None Employee Type:
Regular Percentage of

Travel Required:

Up to 10% Type of Travel:
Local

Location:

National Harbor, MD (hybrid – 3 days a week on site)

• 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.

Required:

• 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.

Skills:

• 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.

Desired:

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

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

The proposed salary range for this position is:

$103,800 - $218,100

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.