Minimum Clearance Required to Start: Secret
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