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
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
