The Delivery Lead is responsible for overseeing the delivery of IT services and communications, ensuring alignment with service-level agreements (SLAs), quality assurance standards, and organizational objectives. This role combines project and change management, quality oversight, and proactive stakeholder communication to ensure seamless delivery of technical solutions and updates.

### Key Tasks & Responsibilities

Key Responsibilities:

Quality Management & Assurance

Develop and implement quality control methodologies aligned with industry standards (e.g., ISO 9001, CMMI).
Define and track quality metrics, SLAs, and scoring parameters to assess service performance.
Plan and conduct Product Quality Assurance (PPQA) audits.
Assist in evaluating hardware, software, and associated documentation for compliance and performance.
Lead and/or participate in quality and performance reviews throughout the development and delivery lifecycle.

Communications & Change Coordination

Draft and manage all internal and external IT communications, including outage notices, maintenance alerts, and status updates.
Coordinate with leadership for message review and approvals.
Manage communications for system downtimes (e.g., VPN outages), patching schedules, testing cycles, and release management.
Design communication strategies for installations, transitions, and cutovers.
Prepare and distribute weekly digests and other enterprise-wide updates.
Maintain staff contact lists and ensure distribution accuracy.

Project & Service Management

Support and/or lead projects related to IT system enhancements, configuration changes, and service delivery improvements.
Ensure adherence to SLAs and SOPs across all delivery tasks.
Facilitate and track deliverables to completion.
Drive continuous improvement initiatives using Six Sigma methodologies and ITIL 4 practices.

### Education & Experience

Required Qualifications:

Bachelor’s degree in Information Technology, Business, Communications, or a related field.
5–7 years of relevant experience in IT service delivery, communications, and quality assurance.
Strong knowledge of quality assurance standards, guidelines, and procedures.
Experience with ServiceNow and Microsoft Power BI.
Familiarity with ITIL 4 framework and change management processes.

### Certifications

Preferred Certifications:

PMP (Project Management Professional)
ITIL 4 Certification
Six Sigma (Green Belt or higher)
CQA (Certified Quality Auditor)
ISO 9001 Lead Auditor
CMMI Appraisal Team Member

### Security Clearance

Ability to obtain Public Trust clearance.

### Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Potential hybrid work available for this position.

IND1

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].

Delivery Lead

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