Senior IT Service Quality Manager (active Secret Clearance)

Senior IT Service Quality Manager

Suvi is hiring a Senior IT Service Quality Manager in Alexandria, VA to analyze, monitor and improve the quality of IT services across all DoD OIG divisions. This includes developing quality benchmarks, establishing and refining key performance indicators (KPIs), and conducting business impact analyses to ensure IT programs and services are effective, efficient, and aligned with organizational goals.

Responsibilities:

• Assess existing processes, identify opportunities for streamlining, and implement continuous process improvements while ensuring end-user needs are met through timely service follow-up and resolution.
• Document and resolve complex QA issues, facilitate workflow analysis and serve as a resource for quality improvements across IT functions such as help desk, operations, requirements gathering, and service delivery.
• Additional responsibilities include maintaining and maturing the After-Action Review (AAR) process, developing IT Quality Management Program documentation, and preparing formal Service Quality Management and Risk Program reports.
• Ensure sustained improvement, accountability, and mission success for the DoD OIG by strengthening internal controls, advancing quality practices, and embedding measurable standards across IT services.

Qualifications:

• Bachelor's degree in information technology, Computer Science, Business Administration, or related field.
• 8+ years of experience in IT service management, quality management, or process improvement, with at least 3 years of experience in a leadership or quality oversight role.
• Active Secret security clearance.

Preferred qualifications:

• ITIL Expert/Managing Professional, ISO 9001 Lead Auditor, Six Sigma Green/Black Belt, CMMI or COBIT certification.

Job ID 2025-19567 Work Type On-Site Company Description Work Where it Matters Suvi, an Akima company, is not just another federal mission services contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska. At Suvi, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States. For our shareholders, Suvi provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years. For our government customers, Suvi delivers subject matter experts, an agile management approach, and innovative technologies that accomplish customers' missions safely, securely, and efficiently. As a Suvi employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.