Hiring: Continual Improvement Manager (Hybrid) Company: VIATEQ Corporation Location: Washington, DC Job Posted Time: 2026-09-10 15:08:37 Employment Type: Contract / Remote Target Skills & Keywords : AWS, Accessibility, Agile, Azure, Change Management, CloudWatch, Dynatrace, Microsoft Office, Program Management, Project Management, Quality Assurance, Root Cause Analysis, SAFe, Scrum, ServiceNow, Six Sigma, Splunk, User Experience, Zero Trust About the job Experience: •Minimum 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 environment. •Demonstrated 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 environment. •Demonstrated experience facilitating Agile retrospectives and integrating retrospective outputs into actionable improvement backlogs within a Sprint-based delivery model. •Applied hands-on capability in enterprise ITSM platforms, preferably ServiceNow, including backlog management, dashboard development, and performance reporting. •Demonstrated capacity to obtain and maintain a government background investigation, HSPD-12 PIV credentials, and all required IT access authorizations prior to performing work requiring such access. Required Skills: •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 program's Agile Sprint delivery model. •Develop, maintain, and govern the program-wide CSI register, ensuring all identified improvement opportunities, regardless of source, are accurately documented, categorized, prioritized, assigned, tracked, and reported to program leadership and Government stakeholders on a recurring basis. •Define and communicate a clear improvement roadmap aligned to the Government's 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 objectives. •Lead 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 targets. •Champion 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 gaps. •Present 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 time. •Serve as the program's primary analyst for improvement identification, synthesizing data from multiple operational sources to identify trends, patterns, performance gaps, and systemic inefficiencies across all functional areas. •Conduct 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 opportunities. Qualifications: •Bachelor's 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 degree. Compensation: •$96,500 - $126,500 / year •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!