Continual Service Improvement Manager_

Fairfax

**Req ID:** RQ178489

**Type of Requisition:** Regular

**Clearance Level Must Be Able to Obtain:** None

**Public Trust/Other Required:** None

**Job Family:** Project/Task Management

**Skills:**

Continual Service Improvement (CSI),Information Security,Information Technology Infrastructure Library (ITIL),Quality Management,Service Improvement

**Experience:**

5 + years of related experience

**Job Description:**

The Continual Service Improvement (CSI) Manager is responsible for leading a functional team that will be responsible for manage CSI across a managed Information Security Services contract. The CSI Manager will develop and implement the processes and governance required to operate a CSI portfolio creating the compelling cases for investment that support both opportunities to address existing problems, business risk and exploit value and best practice.

Principal Duties and Essential Responsibilities:

+ Provides leadership/mentoring across the contract for the CSI and Quality Management programs.

+ Establishes and maintains strong and productive relationships with key stakeholders ensuring that the service requirements of the business are understood and are incorporated into a framework of continuous improvement.

+ Manages people performance and sets direction and priorities for functional team; assigns clear accountabilities and performance expectations; reviews performance and addresses underperformance when needed. Leads the staff appraisal process effectively

+ Be an ambassador for the functional team and represent the Continual Service Improvement team internally and externally (as appropriate)

+ Responsible for prioritizing and planning of CSI tasks, including communication, analysis, and client relationships

+ Prepare and present oral and written reports, presentations, and recommendations. Perform necessary research, or investigations both internally and externally

Knowledge and Experience

+ Extensive knowledge and experience of CSI and Information Security/ Cyber Security methodologies and its application in a managed services contract.

+ Knowledge of the ITIL framework, CSIas well as a high level of IT and/orIT Security/Cyber Security technical competence

+ Significant and demonstrable experience in the authoring and production of CSI and / or ITIL documentation. E.g. SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping.

+ Possess strong analytical skills, and able to make sense of complex and logical problems quickly.

+ Excellent verbal and written communication capabilities and the ability to interact and influence at all levels of the organization.

+ Ability to prioritize and plan, balancing priorities and deadlines. Flexible approach to work with a focus on delivery to deadlines and high standards

+ Experience in managed services and service delivery environment including technical and service management exposure

+ Experience establishing contract policy and practice and monitoring compliance with internal and government client policy preferred

Requirements:

+ Bachelor’s degree required or 5 years’ experience managing the Continuous Service Improvement (CSI) program for a contract, which includes the Quality Program

+ Experience defining policy and practice for CSI, and educating managers and employees

Preferred Certifications (not required, but desired)

+ ITIL Intermediate certifications, Continual Service Improvement (CSI) a plus

+ PMP certification

+ Information Technology and Cyber Security certifications

Location: Hybrid, or Remote with an estimated 25% travel (with short periods of up to 50%) to Richmond, VA

Timeline: This is a contingent position, expected to start in January of 2025.

GDIT IS YOUR PLACE:

● Full-flex work week to own your priorities at work and at home

● 401K with company match

● Comprehensive health and wellness packages

● Internal mobility team dedicated to helping you own your career

● Professional growth opportunities including paid education and certifications

● Cutting-edge technology you can learn from

● Rest and recharge with paid vacation and holidays

The likely salary range for this position is $119,000 - $161,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.