BA/BS + 13 years of relevant experience; equivalencies considered
Active Secret clearance
Extensive experience developing, implementing, and managing enterprise Quality Management Programs (QMPs), quality assurance frameworks, and quality control processes within complex IT/service delivery environments
Demonstrated experience establishing and managing performance metrics, KPIs, SLAs, quality standards, and service-level performance measures aligned with contractual and organizational requirements
Experience conducting quality assessments, audits, root cause analysis, trend analysis, and corrective/preventive action planning to identify and resolve performance deficiencies
Demonstrated experience implementing continuous improvement methodologies and translating performance data into measurable operational improvements
Experience developing and managing customer experience and service quality programs, including surveys, satisfaction metrics, NPS, trend analysis, and improvement action plans
Experience developing quality management plans, SOPs, quality control procedures, performance dashboards, and executive-level reporting
Experience with IT Service Management (ITSM) tools and methodologies, including measuring and improving performance across IT service delivery processes
Demonstrated ability to provide enterprise-level quality governance and technical leadership, working across operations, engineering, service management, program leadership, and Government stakeholders