Tyto Athene is searching for a Senior Continuous Service Improvement (CSI) Lead  to support U.S. Southern Command on the SCITES II Contract in Doral, Florida.

Responsibilities:

• Drives continuous improvement of operational processes, services, and capabilities 
• Identifies inefficiencies, developing strategies for improvement, and aligns service quality with mission goals 
• Leads efforts to identify and analyze areas for improvement in operational processes and service delivery 
• Develops and implements strategies to enhance efficiency, reduce waste, and improve overall service quality 
• Utilizes performance metrics, analytics, and feedback to identify service gaps and recommend solutions 
• Applies data-driven insights to improve operational outcomes and reduce inefficiencies 
• Works closely with stakeholders to define service needs and objectives 
• Facilitates cross-functional collaboration to ensure continuous improvement efforts align with mission goals 
• Identifies root causes of service issues and develops solutions to address them 
• Provides actionable recommendations to prevent recurring problems and service disruptions
• Establishes and promotes a culture of continuous improvement within the organization 
• Provides guidance on best practices, training, and tools to support ongoing service enhancements  

Required:

• Bachelor’s degree in Information Technology, Business, or related field
• 10+ years of experience in IT service management or related field
• Stong knowledge of ITIL v3/v4 and foundations certification
• Experience analyzing service data and implementing process improvements
• Excellent facilitation, communication, and stakeholder management skills 
• Familiarity with service management tools such as ServiceNow      

Desired:

• Master’s degree in related field
• Lean Six Sigma certification or experience in process optimization 
• Project Management Professional certification
• Scrum certification 
• Experience supporting federal or DoD IT environments  
• Strong documentation and technical writing skills    

Clearance:

• Secret clearance required with the ability to obtain a TS/SCI

Certification:

• DoD 8570 Baseline & CE certifications are required for all positions and may vary slightly depending on the skillset required to perform the role
• CompTIA Security+ CE

Location:

• Doral, Florida

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave.