Delivery Lead

Computer World Services • Morrisville, NC

21h • Hybrid

About The Position

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.

Requirements

• 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.
• Ability to obtain Public Trust clearance.

Nice To Haves

• 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

Responsibilities

• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level