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CGI Technologies and Solutions, Inc. Continual Improvement Manager in San Antonio, Texas

Continual Improvement Manager

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Continual Improvement Manager

Category: Project Management

City: San Antonio, Texas, United States

Position ID: J0920-0736

Employment Type: Full Time

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Position Description:

CGI Federal is looking for a Continual Improvement Manager to support the Defense Health Agency (DHA) with a multi-provider, integrated platform for the delivery of enterprise-wide IT services to the enterprise. This critical program will modernize DHA’s IT infrastructure to provide a standardized, robust, and highly available global infrastructure and enterprise core services, scoped from end-user desktop to data center, while adhering to the cost containment and operational efficiencies. Join CGI’s growing and highly capable team supporting Federal Health agencies!

Your future duties and responsibilities:

This role drives Continual Improvement activities in the EITS Environment across all the Integrated Service Providers, and manages the EITSI effort for the Continual Improvement practice. This includes aligning EITSI practices with the derived and expected value to the MHS mission.

Responsibilities include:

• Conduct improvement planning across the Integrated Services to improve mission aligned IT service quality.

• Establish and conduct the Continual Improvement (CIP) practice.

• Manage improvements to the Integrated Services and the performance of the Integrated Service Providers by continually measuring, reporting, and coordinating service results. This process will include the establishment and management of a Continual Improvement Registry (CIP Registry) for the execution of CIP functions.

• Identify and implement service provision improvements that provide performance or cost benefits to the Government.

• Extensive knowledge and experience of CSI / Lean / Six Sigma methodologies and their application in an IT Service Management environment.

• Knowledge of the ITIL framework as well as a high level of IT technical competence

• Extensive experience working in one of the functional areas and implementing ITIL / service management strategy and processes.

• Significant and demonstrable experience in the authoring and production of ITIL documentation. e.g. SLAs, OLAs, Service Catalogue, process alignment, procedure design and service mapping.

• Significant and demonstrable experience in ITIL 4 modules relevant to functional area.

• Awareness of large scale technology programs and IT infrastructure environments.

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

• Extensive experience in managed services and service delivery environment including technical and service management exposure.

Required qualifications to be successful in this role:

• BA/BS with 10 years of relevant experience with at least 4 years of management level responsibility

• Significant and demonstrable experience in the authoring and production of ITIL documentation. e.g. SLAs, OLAs, Service Catalog, process alignment, procedure design and service mapping

• Significant and demonstrable experience in operating and driving improvements within an ITIL-based environment

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

• Experience in developing, engineering and improving IT Service Management processes to include creating, managing and maintaining process diagrams and process definition documents

• Experience in defining, measuring and trending KPIs and process metrics

• Ability to analyze performance data to demonstrate the effectiveness of the ITIL processes

• Experience using Service Management tools/platform(s). (e.g. BMC/Remedy, ServiceNow, UniCenter, IBM etc.)

• Experience in developing, managing, and maintaining the CSI process and associated procedures

• ITIL v3 certification

• High attention to detail, quality and accuracy

• Effective at developing and maintaining strong customer and team relationships

• Experience developing and maintaining Continual Improvement (CIP) practice or similar

• Ability to obtain a Department of Defense security clearance (ADP II Public Trust)

DESIRED QUALIFICATIONS

List items desired for the Candidate, but not required.

• Extensive knowledge and experience of CSI / Lean / Six Sigma methodologies and their application in an IT Service Management environment

• ITIL 4 Managing Professional Certified or ITIL v3 Continual Service Improvement Certification or ability to obtain within first six months

• Knowledge of the ITIL framework as well as a high level of IT technical competence

• Extensive experience working in one of the functional areas and implementing ITIL / service management strategy and processes

• A solid understanding of change management with ability to influence, oversee and direct the provision of changes that have a bearing on the environment

• Extensive experience in managed services and service delivery environment including technical and service management exposure

• Agile delivery experience

• SIAM Foundation Training & Certification

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What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at USEmploymentCompliance@cgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned .

We make it easy to translate military experience and skills! Click here at https://cgi-veterans.jobs/ to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

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