CACI International
The Opportunity
CACI is looking for a Service Quality Assurance Lead to oversee and improve our service delivery processes. The successful candidate will be responsible for developing, implementing, and maintaining quality assurance standards across our service operations. This includes making sure teams follow documented standard processes and work instructions. Responsibilities
Lead and mentor a team of quality assurance analysts Develop and implement quality assurance strategies and methodologies Establish key performance indicators (KPIs) and quality metrics Manage processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, Capacity, Availability, and Service Catalog Oversee QA monitoring and evaluation of the various aspects of ticket lifecycle to ensure compliance with the Statement of Work and Quality Assurance Surveillance Plan requirements program guidelines Oversees a team of quality analysts performing audits and assessments of service quality Analyze quality data and prepare reports for senior management Ensure quality processes are developed in conjunction with requirements Track and maintain documentation of assigned quality projects Review requirements, specifications, and documentation to gain a thorough understanding of the work to be certified Collaborate with other functional leads and service providers to address quality issues and implement improvements Raise issues, questions and concerns; validate results, report discrepancies, and follow through to ensure that all issues are resolved Develop and deliver quality assurance training program Qualifications
Required: TS/SCI with Poly required Bachelor’s degree in a related technical field (STEM) or equivalent work experience 7+ years of related work experience Experience managing enterprise programs $25M-$50M in value Manage major sub-functions for a large program Demonstrated experience with business and management principles involved in strategic planning, resource allocation, production methods, and coordination of people and resources Expertise in Service Management and Service Integration solutions Ability to interact effectively across all organizational boundaries and with key customer and CACI stakeholders Extensive experience leading personnel, multiple teams with an emphasis on inclusiveness, independent thought, consistent communication, and mentorship Demonstrated experience providing day-to-day management of a program, and developing long-term, strategic objectives to ensure end user requirements are satisfied Active ITIL 4, ITIL Foundation Certification and experience using, managing, or implementing ITIL practices Ability to influence others to accept practices and approaches, and ability to communicate and influence executive leadership Demonstrated ability to continuously improve and integrate services and procedures Skilled at working collaboratively in complex cross-team/contract/Government organization environment with leadership abilities Desired: PMI Program Management Professional (PgMP) or Project Management Professional (PMP) certification Experience with Government clients, specifically within the Intelligence Community Familiarity with IT Service Management toolsets such as ServiceNow or Remedy, and other Systems Engineering tools Relevant work experience and leadership in PM/SIAM/IT Service Management in a commercial environment Lead/managed IT infrastructure service transitions Experience with large teams in a matrixed management structure Experience with Governance and Organizational Change Management Demonstrated experience with facets of personnel management This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI. 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 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. Pay Range
The proposed salary range for this position is: $94,400 - $198,200. This range is influenced by factors including geographic location, contract wage rates, relevant prior work experience, skills, education, and certifications. CACI offers competitive compensation, benefits and learning and development opportunities. Our benefits include healthcare, wellness, retirement, and time off programs. Equal Opportunity Employer statement will be applied. 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.
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CACI is looking for a Service Quality Assurance Lead to oversee and improve our service delivery processes. The successful candidate will be responsible for developing, implementing, and maintaining quality assurance standards across our service operations. This includes making sure teams follow documented standard processes and work instructions. Responsibilities
Lead and mentor a team of quality assurance analysts Develop and implement quality assurance strategies and methodologies Establish key performance indicators (KPIs) and quality metrics Manage processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, Capacity, Availability, and Service Catalog Oversee QA monitoring and evaluation of the various aspects of ticket lifecycle to ensure compliance with the Statement of Work and Quality Assurance Surveillance Plan requirements program guidelines Oversees a team of quality analysts performing audits and assessments of service quality Analyze quality data and prepare reports for senior management Ensure quality processes are developed in conjunction with requirements Track and maintain documentation of assigned quality projects Review requirements, specifications, and documentation to gain a thorough understanding of the work to be certified Collaborate with other functional leads and service providers to address quality issues and implement improvements Raise issues, questions and concerns; validate results, report discrepancies, and follow through to ensure that all issues are resolved Develop and deliver quality assurance training program Qualifications
Required: TS/SCI with Poly required Bachelor’s degree in a related technical field (STEM) or equivalent work experience 7+ years of related work experience Experience managing enterprise programs $25M-$50M in value Manage major sub-functions for a large program Demonstrated experience with business and management principles involved in strategic planning, resource allocation, production methods, and coordination of people and resources Expertise in Service Management and Service Integration solutions Ability to interact effectively across all organizational boundaries and with key customer and CACI stakeholders Extensive experience leading personnel, multiple teams with an emphasis on inclusiveness, independent thought, consistent communication, and mentorship Demonstrated experience providing day-to-day management of a program, and developing long-term, strategic objectives to ensure end user requirements are satisfied Active ITIL 4, ITIL Foundation Certification and experience using, managing, or implementing ITIL practices Ability to influence others to accept practices and approaches, and ability to communicate and influence executive leadership Demonstrated ability to continuously improve and integrate services and procedures Skilled at working collaboratively in complex cross-team/contract/Government organization environment with leadership abilities Desired: PMI Program Management Professional (PgMP) or Project Management Professional (PMP) certification Experience with Government clients, specifically within the Intelligence Community Familiarity with IT Service Management toolsets such as ServiceNow or Remedy, and other Systems Engineering tools Relevant work experience and leadership in PM/SIAM/IT Service Management in a commercial environment Lead/managed IT infrastructure service transitions Experience with large teams in a matrixed management structure Experience with Governance and Organizational Change Management Demonstrated experience with facets of personnel management This position is contingent on funding and may not be filled immediately. However, this position is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI. 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 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. Pay Range
The proposed salary range for this position is: $94,400 - $198,200. This range is influenced by factors including geographic location, contract wage rates, relevant prior work experience, skills, education, and certifications. CACI offers competitive compensation, benefits and learning and development opportunities. Our benefits include healthcare, wellness, retirement, and time off programs. Equal Opportunity Employer statement will be applied. 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.
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