Quality Management Office Manager

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

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The Opportunity:

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)

Responsibilities:

The candidate will work as manager of the Quality Management Office on a large IT program supporting a federal government client. Typical responsibilities include but are not limited to:

· 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.

Qualifications:

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 ServiceNow and JIRA

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What You Can Expect:

 

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 benef