Senior Quality Manager

Job Title:

Senior Quality Manager Job Category:
Engineering Time Type:
Full time Minimum Clearance Required to Start:
Secret Employee Type:
Regular Percentage of

Travel Required:

Up to 10%
Type of Travel:
Local*
*
* The Opportunity:

CACI is seeking a Senior 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.

This opportunity is contingent upon award

Responsibilities:

Leads development, implementation, and maintenance of comprehensive QMP across all contract activities supporting 40,000+ users

Ensures all services, deliverables, and performance outcomes meet or exceed Government requirements and applicable Federal policies

Leads collaboration with stakeholders to identify operational services requiring Performance Management Metrics proposing continuous improvement methodology

Develops comprehensive performance metrics consistent with organizational objectives and compliance standards

Develops comprehensive customer experience program including transactional surveys, relationship surveys, NPS metrics, and action plans

Develops comprehensive KMP including contractor SOPs, internal quality control procedures, training materials, and lessons learned

Implements continuous improvement methodology using performance data and customer feedback to drive service enhancements

Possesses and applies a comprehensive knowledge across key tasks and high impact assignments, plans and leads major technical assignments, and functions as a technical expert across multiple project assignments; may supervise others

Qualifications:

Required –BA/BS degree and 8+ years of related experience; additional relevant experience may be considered in lieu of degree requirements

Active Secret clearance

Demonstrated experience developing, implementing, and managing Quality Management Plans (QMPs), quality assurance programs, and quality control processes within large-scale IT or service delivery environments

Experience in establishing and managing performance metrics, KPIs, SLAs, quality thresholds, and reporting frameworks used to measure contractual and operational performance

Proven experience analyzing performance data, identifying trends and service deficiencies, conducting root cause analysis, and implementing corrective and preventive actions

Demonstrated experience leading continuous improvement initiatives using quantitative performance data, customer feedback, lessons learned, and industry best practices to improve service quality and operational effectiveness

Experience developing or managing customer experience and satisfaction programs, including surveys, performance feedback, trend analysis, and measurable improvement plans

Experience developing and maintaining SOPs, internal quality control procedures, knowledge management practices, training materials, and lessons-learned repositories

Strong knowledge of IT Service Management (ITSM) principles, tools, and methodologies and their application to quality, performance, and service delivery management

Demonstrated ability to communicate quality and performance results to senior leadership and Government stakeholders and drive cross-functional accountability for corrective actions and service improvements

Desired –Prior experience supporting federal…