Continual Service Improvement (CSI) Lead

Job Title: Continual Service Improvement (CSI) Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking a seasoned Continual Service Improvement Lead for the United States Secret Service (USSS) contract, supporting the Department of Homeland Security. This role offers a unique opportunity to enhance national security by leading quality management and continuous improvement initiatives that strengthen OCIO's operational maturity, service delivery effectiveness, and mission alignment. 

As the CSI Lead, you will serve as a trusted advisor and change agent, establishing quality management practices, performance measurement frameworks, and continuous improvement methodologies that drive excellence across OCIO transformation initiatives. You will provide project management leadership to assess existing processes, identify operational bottlenecks, and implement targeted enhancements that increase efficiency, quality, and mission effectiveness. Working closely with OCIO leadership, division chiefs, and technical teams, you will help institutionalize a culture of continuous improvement through data-driven analysis, structured assessments, and sustainable quality practices. Join us to make a meaningful impact on a transformational program of national importance.

Responsibilities:

- Establish comprehensive quality management practices, performance measures, and QA/QC frameworks aligned to industry best practices (ISO, CMMI, ITIL, PMI) that assess OCIO transformation outcomes, identify deficiencies, and promote consistent delivery; design governance mechanisms and quality gates that institutionalize standards across OCIO divisions
- Lead continuous improvement project management activities providing leadership to drive systematic evaluation and enhancement of OCIO operations; conduct comprehensive assessments of existing processes, intake workflows, governance practices, IT service management, and delivery execution to identify friction points and bottlenecks
- Analyze performance trends, risks, and improvement opportunities using data-driven methodologies and root-cause analysis; evaluate quality metrics, service level performance, incident trends, and stakeholder feedback to produce Continuous Improvement Assessment Reports documenting findings, gap analysis, and evidence-based recommendations
- Develop and prioritize improvement recommendations based on mission impact, feasibility, resource requirements, and strategic alignment; contribute to Continuous Improvement Roadmaps that sequence initiatives, define success criteria, and establish timelines; provide strategic guidance to leadership on quality investments
- Manage execution of continuous improvement initiatives through structured project plans, schedules, milestones, and performance metrics; track corrective-action plans, monitor implementation progress, and ensure improvements are executed consistently across the enterprise
- Establish mechanisms for monitoring continuous improvement progress and measuring outcomes; embed feedback loops, performance analytics, and repeatable assessment cycles into OCIO's project and service delivery culture; develop quality dashboards and performance scorecards
- Coordinate closely with OCIO leadership, division chiefs, technical teams, and stakeholders to ensure continuous improvement activities are collaborative and data-driven; facilitate working sessions, steering committees, quality reviews, and stakeholder engagement sessions
- Prepare and deliver Monthly Progress Reports and executive briefings communicating quality metrics, improvement outcomes, and recommendations; partner with change management teams to ensure quality improvements are understood, adopted, and sustained
- Support development of standardized processes, templates, dashboards, and governance mechanisms that institutionalize quality improvements; provide coaching and mentorship on quality management practices; champion a culture of continuous improvement and operational excellence across OCIO

Qualifications:

Required: 

- Bachelor's degree + 10 years of relevant experience in quality management, continuous improvement, organizational performance, process excellence, or related fields; equivalencies considered (16 years of experience with no degree, AA + 12 years' experience, MA + 7 years' experience)

- Ability to obtain a Public Trust clearance

- Proven expertise establishing and managing quality management programs in complex, matrixed organizations 

- Strong background in continuous improvement methodologies (Lean, Six Sigma, Kaizen, PDCA, DMAIC) 

- Demonstrated success leading process assessments, identifying bottlenecks, and implementing improvement initiatives 

- Experience with performance measurement, metrics development, and analytics-driven decision making 

- Excellent analytical and problem-solving skills with ability to conduct root-cause analysis and develop evidence-based recommendations 

- Strong project management capabilities with ability to manage multiple concurrent improvement initiatives 

- Outstanding communication and stakeholder engagement skills with ability to influence senior leadership 

Desired:

- Lean Six Sigma Black Belt or Master Black Belt certification; Quality Management certifications (CQM, CQA, ASQ); Project Management Professional (PMP); ITIL Expert/Master certification

- Experience supporting federal government IT transformation programs, particularly within DHS or law enforcement agencies; CMMI or ISO quality management system experience

- Background in IT service management, project/program management, or enterprise operations; familiarity with ServiceNow or other ITSM platforms

- Experience with data visualization and analytics tools (Power BI, Tableau, Qlik); experience facilitating Kaizen events, process improvement workshops, and value stream mapping sessions

- Knowledge of change management principles and adoption strategies; proven ability to develop and deliver executive-level presentations and reports; experience developing governance frameworks and quality standards

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What You Can Expect:

 A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:

$103,800 - $218,100