Continual Improvement Manager

This position may be filled prior to the posted deadline. Interested candidates are encouraged to apply as soon as IT Systems LLC a Koniag Government Services company is seeking a Continual Improvement Manager to support KITS and our government customer Washington DC. The position is hybrid 3 days required onsite. This position requires the candidate to be able to obtain a Public include medical dental and vision insurance 401(k) retirement plan paid time off paid parental leave life and disability insurance flexible spending accounts commuter benefits and tuition IT Systemsa Koniag Government Services company is seeking an experiencedContinual Improvement Managerto support a comprehensive enterprise IT operations and support engagement for a federal government client. This role serves as the primary owner of the enterprise continual service improvement (CSI) program responsible for driving measurable sustained operational improvement across all functional areas of the engagement through data-driven analysis automation process optimization retrospective-driven action planning and a culture of continuous learning and Continual Improvement Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice working in close coordination with the Program Manager Service Level & Capacity Manager Incident Manager NOC and Service Desk teams engineering leads and Government stakeholders to identify prioritize execute and measure improvement initiatives that enhance service quality operational efficiency platform reliability and end-user experience across a geographically distributed hybrid on-premises and cloud ideal candidate is a strategically minded and analytically driven ITSM professional with a strong background in continual service improvement process engineering Agile delivery and federal IT operations environments. This individual must possess the ability to synthesize complex operational data from multiple sources into a coherent improvement roadmap build organizational buy-in for change and demonstrate measurable outcomes that advance the Governments objectives for availability user support engineering excellence and service management position requires the ability to obtain and maintain a government background investigation HSPD-12 PIV credentials and applicable IT access authorizations prior to performing work. This position may be performed primarily at the clients facility and approved remote/telework Continual Improvement Manager is responsible for establishing leading and sustaining the enterprise continual service improvement program across all functional areas of the engagement. This individual identifies improvement opportunities through rigorous analysis of service level performance data incident and problem trends capacity metrics customer satisfaction results Sprint Retrospective outputs and operational observations and translates these findings into a prioritized actionable improvement backlog that drives measurable progress against the Governments performance objectives throughout the period of responsibilities will include but are not limited to:Continual Improvement Program Leadership:Establish own and lead the enterprise continual service improvement (CSI) program developing and maintaining a comprehensive CSI framework aligned to ITIL 4 principles and integrated with the programs Agile Sprint delivery maintain and govern the program-wide CSI register ensuring all identified improvement opportunitiesregardless of sourceare accurately documented categorized prioritized assigned tracked and reported to program leadership and Government stakeholders on a recurring and communicate a clear improvement roadmap aligned to the Governments desired outcomes for availability user support engineering excellence service management maturity Agile delivery and operational efficiency ensuring improvement priorities reflect both program data and Government strategic the execution of high-priority improvement initiatives from identification through implementation and outcome validation coordinating resources managing dependencies and tracking progress against defined success criteria and measurable a culture of continuous learning operational excellence and data-driven decision-making across all functional teams ensuring improvement is treated as an ongoing organizational discipline rather than a reactive response to performance CSI program status improvement outcomes and forward-looking improvement priorities at Sprint Reviews Monthly Status Reviews and other Government-facing forums demonstrating measurable service improvement over Analysis & Improvement Identification:Serve as the programs primary analyst for improvement identification synthesizing data from multiple operational sources to identify trends patterns performance gaps and systemic inefficiencies across all functional regular analysis of service level performance data incident and problem management trends capacity utilization metrics change success rates customer satisfaction survey results first-contact resolution rates Sprint velocity data and level-of-effort delivery metrics to identify improvement process maturity assessments across functional areasincluding NOC operations Service Desk network engineering infrastructure operations Microsoft infrastructure enterprise applications A/V systems and AI/emerging technology integrationidentifying gaps against ITIL 4 best practices industry standards and Government root cause analysis and contributing factor analysis for recurring performance gaps SLA breaches high-volume incident categories and low customer satisfaction areas developing targeted improvement recommendations based on Sprint Retrospective outputs post-incident review (PIR) findings problem management outputs customer feedback and staff observations as structured improvement inputs ensuring all retrospective action items are captured in the CSI register and tracked to automation and tooling opportunities across operational workflows ITSM platform capabilities and reporting processes identifying candidates for automation that reduce manual effort improve accuracy and accelerate service Execution & Tracking:Develop detailed improvement initiative charters or project plans for significant improvement efforts defining objectives scope success criteria resource requirements timelines dependencies risks and measurable improvement initiative execution across functional teams ensuring assigned owners have the clarity resources and organizational support needed to implement improvements within committed and track all active improvement initiatives in the CSI register providing regular status updates to program leadership and escalating risks or delays that threaten initiative timelines or expected improvement outcomes through before-and-after performance data comparison ensuring that implemented changes produce the intended measurable improvements and that gains are sustained over the improvement backlog in the Governments Agile/ITSM tooling ensuring improvement items are accurately estimated prioritized in collaboration with the COR or Government Product Owner and integrated into Sprint planning and commitment processes each with the automation and analytics team to implement automated monitoring alerting and reporting capabilities that support ongoing measurement of improvement initiative Delivery Integration:Serve as the primary facilitator of Sprint Retrospective ceremonies ensuring each retrospective produces specific actionable and assigned improvement outcomes that are captured in the CSI register and prioritized for inclusion in subsequent with the Program Manager and Agile delivery leadership to ensure the improvement backlog is integrated with the overall program backlog and that improvement work items receive appropriate Sprint prioritization alongside operational and project in Sprint Planning backlog refinement Sprint Review and daily coordination activities contributing improvement program perspective to Sprint commitment decisions and workload and maintain Sprint-level improvement metrics including improvement backlog velocity initiative completion rates and outcome achievement rates ensuring data is available for Sprint Review Reports and Monthly Status and Performance the programs Agile operating model itself is subject to continual improvement regularly assessing Sprint ceremony effectiveness backlog health Sprint commitment accuracy and level-of-effort delivery consistency and proposing adjustments to improve Agile delivery maturity over Engineering & Standardization:Lead the development documentation and standardization of operational processes procedures runbooks and standard operating procedures across functional areas ensuring processes are clearly defined consistently followed regularly reviewed and updated to reflect operational changes and improvement process mapping and workflow analysis for key operational processesincluding incident management change management service request fulfillment knowledge management shift handoff and escalation proceduresidentifying inefficiencies redundancies and automation and maintain a process improvement methodology tailored to the programs Agile and ITIL 4 operating model providing functional teams with a consistent repeatable framework for identifying proposing testing and validating process that process changes arising from improvement initiatives are formally documented communicated to affected teams incorporated into training and onboarding materials and reflected in updated runbooks and standard operating Management Support:Collaborate with the Incident Manager and Service Management Lead to ensure the programs knowledge management practice is continuously improved with a focus on increasing knowledge base coverage accuracy currency and utilization rates across Tier 1 and Tier 2 Service Desk knowledge gaps contributing to first-contact resolution misses escalation rates or recurring incident patterns developing targeted knowledge article creation and review campaigns to address identified knowledge capture as a standard operational practice ensuring resolution documentation lessons learned and process guidance are consistently recorded at ticket closure and following significant operational Satisfaction Management:Own and manage the programs customer satisfaction measurement program including post-ticket survey administration survey data analysis trend reporting and follow-up on low-satisfaction customer satisfaction data to identify service delivery gaps user experience issues and communication improvement opportunities translating findings into targeted improvement initiatives and tracking outcomes against established customer satisfaction and maintain customer feedback mechanisms beyond post-ticket surveys including periodic stakeholder engagement sessions focus groups and service review meetings to gather qualitative improvement input from end users and Government customer satisfaction trends and improvement outcomes to program leadership and the Government on a recurring basis ensuring customer experience metrics are prominently featured in Monthly Status and Performance & Communication:Develop and maintain a comprehensive CSI program report delivered monthly alongside the Monthly Status and Performance Report providing Government stakeholders with a clear view of active improvement initiatives completed improvements measured outcomes and the forward improvement continual improvement data and narrative to Sprint Review Reports Monthly Status and Performance Reports and the service-level/ITSM metrics dashboard ensuring improvement program visibility is maintained throughout the period of executive-level briefing materials summarizing CSI program outcomes improvement return on investment and strategic improvement priorities for presentation to Government leadership as & Compliance:Ensure all continual improvement activities comply with applicable Federal security privacy and compliance requirements including FISMA NIST SP 800-53 Zero Trust Architecture principles Section 508 accessibility standards and applicable Government IT and cybersecurity that process changes and automation implementations arising from improvement initiatives are reviewed for security impact and comply with applicable change management and security authorization requirements prior to implementation in production audit readiness activities by maintaining accurate complete and readily accessible CSI program records reports and documentation throughout the period of and Experience:Required:Bachelors degree in Information Technology Computer Science Information Systems Business Administration Organizational Management or a related field from an accredited college or university. Equivalent work experience may be considered in lieu of a of 5 years of experience in IT service management process improvement or operations management with at least 3 years of dedicated experience leading continual service improvement process engineering or quality management programs in an enterprise federal IT experience developing and managing a formal continual service improvement program including CSI register management improvement initiative execution and outcome measurement in a complex IT operations experience facilitating Agile retrospectives and integrating retrospective outputs into actionable improvement backlogs within a Sprint-based delivery -on experience with enterprise ITSM platforms preferably ServiceNow including backlog management dashboard development and performance to obtain and maintain a government background investigation HSPD-12 PIV credentials and all required IT access authorizations prior to performing work requiring such :Prior experience supporting federal civilian agency IT operations leading continual improvement programs within hybrid on-premises and cloud environments including AWS and Microsoft Azure/ integrating ITIL 4 continual improvement practices with Agile delivery methodologies in an enterprise IT operations Skills and Competencies:Exceptional communication skills in Englishboth written and oralwith the demonstrated ability to communicate improvement findings initiative status and program outcomes clearly and persuasively to both technical teams and senior Government knowledge of ITIL 4 continual improvement principles and practices including the ITIL continual improvement model CSI register management improvement initiative lifecycle management and measurement of improvement Agile delivery knowledge including experience facilitating Sprint Retrospectives managing improvement backlogs and integrating continual improvement with Sprint-based planning and prioritization analytical skills with the demonstrated ability to synthesize complex operational data from multiple sourcesincluding ITSM metrics service level performance data incident trends capacity utilization customer satisfaction and Sprint velocityinto coherent improvement findings and prioritized experience developing and managing a CSI register ensuring improvement items are accurately documented prioritized assigned tracked and reported throughout their process engineering skills including process mapping workflow analysis gap assessment and standard operating procedure development across enterprise IT operations functional ability to build organizational buy-in for improvement initiatives effectively influencing and motivating cross-functional teams to adopt process changes and new ways of working without direct managing customer satisfaction measurement programs including survey administration data analysis trend reporting and improvement response with automation and tooling opportunities within enterprise IT operations environments including ITSM platform automation reporting automation and operational workflow with federal IT security and compliance requirements including FISMA NIST SP 800-53 Zero Trust Architecture principles and CUI safeguarding organizational skills with the ability to simultaneously manage multiple improvement initiatives reporting obligations and stakeholder engagements with a high degree of accuracy and attention to with Microsoft Office Suite Microsoft Teams Power BI or equivalent data visualization tools and enterprise collaboration Skills and Competencies:ITIL 4 Foundation certification or higher (e.g. ITIL 4 Specialist: Drive Stakeholder Value ITIL 4 Specialist: High Velocity IT ITIL 4 Managing Professional ITIL 4 Strategic Leader).Certified Scrum Master (CSM) SAFe Agilist PMI-ACP or equivalent Agile certification demonstrating formal Agile delivery and retrospective facilitation Six Sigma Green Belt Black Belt or equivalent process improvement certification demonstrating formal process engineering and quality management methodology Certified System Administrator (CSA) or equivalent ITSM platform with Lean IT DevOps or Site Reliability Engineering (SRE) improvement practices as applied to enterprise IT operations with AWS CloudWatch Azure Monitor Splunk Dynatrace or equivalent enterprise monitoring platforms as data sources for improvement developing executive-level briefing materials and presenting improvement program outcomes to senior Government or organizational Management Professional (PMP) or equivalent project management certification demonstrating formal improvement initiative planning and execution supporting Quality Assurance Surveillance Plan (QASP) activities in a federal IT contracting environment including performance measurement and surveillance of knowledge management best practices and experience leading knowledge base improvement programs in an enterprise Service Desk with Section 508 compliance requirements as they apply to ITSM reporting tools dashboards and improvement program with Power BI Tableau or equivalent data visualization platforms for improvement program dashboard development and performance trend with GSA Multiple Award Schedule (MAS) contract vehicles and federal IT contracting compliance requirements as they relate to continual improvement reporting and performance management of Zero Trust Architecture principles and their practical application to enterprise IT process improvement and operational security posture Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352