CACI International Inc · 6 months ago
Service Quality Assurance Lead
US VA Sterling
Full-time
Onsite
Senior Level, Lead/Staff
$94K/yr - $198K/yr
7+ years expCACI International Inc is looking for a Service Quality Assurance Lead to oversee and improve their service delivery processes. The successful candidate will develop and maintain quality assurance standards, ensuring compliance with best practices and customer requirements.
Information TechnologyService IndustrySoftware
No H1B
Security Clearance Required
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 analysist performing audits and assessments of service quality
Analyze quality data and prepare reports for senior management
Ensures quality processes are developed in conjunction with requirements
Tracks and maintains documentation of assigned quality projects
Reviews 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
Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved
Develop and deliver quality assurance training program
Qualification
Required
TS/SCI with Poly required
Bachelor's degree in a related technical field (Science, Technology, Engineering, and Mathematics (STEM)) or equivalent work experience
7+ years or related work experience
Experience managing enterprise programs $25M-$50M in value
Managers major sub-function 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 providing a culture of 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 that end user requirements will be 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 experience demonstrating leadership abilities
Preferred
Program Management Institute (PMI) Program Management Professional (PgMP) or a Project Management Professional (PMP) certification
Experience working 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 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
Benefits
Healthcare
Wellness
Financial
Retirement
Family support
Continuing education
Time off benefits
Company
CACI International Inc
At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1B2025-05-21Post Ipo Debt· $1B
2003-01-10IPO
Leadership Team
John Mengucci
President & CEO
Darryl W Burke
Senior Vice President / Air Force Client Executive
Recent News
Morningstar.com
2026-01-12
Washington Technology
2026-01-11
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