Service Delivery / Quality Manager - TS/SCI w/ Polygraph

At GDIT, we advance the mission with every action—because what we do is bigger than ourselves. As an Operations Team Lead, you will guide a high‑performing Service Delivery / Quality Manager responsible for:  Maintaining quality control and quality assurance programs, risk management, and continuous improvement programs.  Oversee program operational status and reports alarm anomalies to leadership.  Helps meet project requirements and determines resource requirements. Communicate any issues, problems, or additional information to program managers, site leads and project stakeholders and recommend solutions. Monitors and evaluate project timeline and activity and report on progress to project managers.

This is a Key Personnel position supporting an intelligence customer. We’re looking for a leader who’s experience renders the ability to:

• Collects and report data from the program.
• Maintain and responsible for the currency of the program Risk Register.  Work with the PMO to evaluate existing risks on the register, consider new risks for inclusion on the register, and be aware of the circumstances that may develop from an issue to a risk.  Look for new opportunities for the program to support the customer
• Maintain and be responsible for the program Innovation program (Innovation Station)—the program vehicle for continuous improvement.  Follow-up with contributors and innovators to ensure innovation efforts do not stall, and assist innovators by helping remove obstacles.
• Serve as the lead quality assurance (QA)/Quality Control (QC) manager for the program.  Ensure the program is applying standardized processes, procedures, and documentation for such elements as final QA/QC checkouts, power fail-over testing, and general compliance.  Be the author of the QA/QC SOP for the program.
• As a key member of the Program management offices, support the program manager in all aspects of the program operations, development, and growth.  Be responsible for the data in quarterly PMR associated with risk management, QA/QC, and innovations, and be prepared to brief these sections.  Assist with the developing PMR meeting minutes and following up with action item assignees.  Stay engaged with site leads and technical leads ar all program sites. Actively participate in the daily site leads tag-up call, monthly DCM tag-ups, as well as periodic COTR and DMD leadership tag-ups.
• Maintain an up-to-date general operational picture and status of all program sites.  This includes full technical understanding of alarm conditions and trending as monitored by Nlyte.  Investigate significant spikes in alarm rates and submit ad hoc email notifications to customer leadership of the nature of the spike in alarms.  Maintain awareness of significant site developments and future plans. 
• Responsible for collecting site-submitted weekly alarm data and presenting it in a comprehensive weekly alarm reporting email to customer leadership.  The program weekly alarm report will include an analysis of alarm anomalies and trends for customer awareness.

What You’ll Do

• Serve as the program Privileged Initiator (PUI) for processing requests for site and Tier 3 technicians to have these accounts, as well as network PU access
• Serve as a reviewer and editor of established Standard Operating Procedures (SOPs), guides, and process documents.  Author new SOPs as required an follow normal peer review and government authorization processes prior to publishing.
• Ensures communication between sites.
• Facilitates information sharing between sites and other contracts.
• Performs a variety of complex administrative and analytical tasks in support of one or more contract programs.
• Help develop plans, including budgets and schedules, and monitors tasks to meet contractual/project requirements for assigned programs.
• Establishes and defines program plan requirements and directs or performs in-depth studies to determine optimum program plans.
• Monitors and reports performance against plans to ensure that contractual, cost, and schedule objectives are met.
• Interacts regularly with high-level customers and other industry representatives to ensure conformance to customer requirements.
• Performs business development activities.
• Participates in special projects as required.
• May provide guidance and work leadership to less experienced analysts and may have supervisory responsibilities.
• May serve as a mentor to less experienced analysts.
• May serve as team or task lead.

What You’ll Bring

Required:

• TS/SCI clearance with CI Polygraph
• Bachelor’s degree in IT or STEM Field (or equivalent experience)
• 12+ years of experience
   

Why GDIT

• Mission‑focused work with real impact
• Opportunities to lead, innovate, and shape how critical systems operate
• Collaborative teams and a culture built on trust and empowerment
• Professional growth and continuous learning
• Competitive benefits and industry‑leading support
• Lead the team that keeps the mission moving.
• Help secure today and shape tomorrow.

Location: Company Site 

US Citizenship Required 

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

• Growth: AI-powered career tool that identifies career steps and learning opportunities
• Support: An internal mobility team focused on helping you achieve your career goals
• Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
• Community: Award-winning culture of innovation and a military-friendly workplace