Arch Systems, LLC · 2 hours ago
Director of Service Delivery & Quality Assurance (Federal)
DC-Baltimore Area
Full-time
Onsite
Director/Executive
10+ years expArch Systems, LLC is seeking a Director of Service Delivery & Quality Assurance to oversee the delivery health and quality of outcomes across federal programs. This role combines service delivery leadership with quality governance, ensuring services are executed consistently and deliverables are client-ready.
Information Technology
Responsibilities
Lead day-to-day service delivery performance across multiple programs, ensuring responsiveness, operational readiness, and customer satisfaction
Establish delivery rhythms (weekly/monthly service reviews, integrated program reviews, action tracking) to ensure consistent execution and rapid issue resolution
Drive service excellence practices across teams (intake/triage, prioritization, escalation paths, stakeholder communications, and delivery cadence)
Serve as a senior escalation point for client-facing delivery issues—including technical delivery risks—coordinating resources and decisions to restore service quickly and prevent recurrence
Own and standardize Agile delivery operations across programs, ensuring teams and PMs effectively use Jira (and related Agile tooling) to plan, execute, and report work
Establish and enforce portfolio-level norms for Agile execution, including backlog structure, sprint/iteration practices, estimation, capacity planning, dependency management, and release planning
Configure or oversee configuration of Jira projects, workflows, issue types, fields, boards, dashboards, and reporting to ensure data integrity and actionable visibility
Build and maintain executive dashboards and delivery health views (e.g., progress vs. plan, velocity trends, burn-up/burn-down, aging work, blocked items, throughput, defect/rework patterns)
Coach and support Program Managers and Scrum Masters on Agile best practices and tool usage, ensuring consistent application across teams and accurate reporting to customers and leadership
Partner with engineering leadership to align Agile delivery practices with DevSecOps/CI/CD execution and milestone tracking (e.g., release readiness, deployment gates, environment readiness, change windows)
Define and implement an enterprise Delivery Quality Framework with clear standards for common federal deliverables (plans, reports, SOPs, dashboards, requirements packages, training materials, ATO artifacts, etc.)
Establish consistent quality gates and a portfolio-wide 'definition of done' to ensure deliverables are complete, accurate, compliant, and client-ready before submission
Implement structured deliverable review workflows (peer/SME/PM/compliance reviews) with documented approvals and traceability to requirements/acceptance criteria
Maintain templates, checklists, rubrics, and exemplars to improve quality, reduce rework, and accelerate onboarding
Partner with Solution Architects, Technical Leads, and Security stakeholders to ensure deliverables and services reflect sound technical decisions, engineering rigor, and implementation feasibility
Validate that technical deliverables (e.g., architectures, implementation plans, backlog epics/features, DevSecOps approaches, ATO/security artifacts, data workflows) are complete, consistent, and aligned with requirements and constraints
Identify cross-program technical risks (environment readiness, integration dependencies, performance/scalability concerns, security compliance gaps) and drive mitigation plans with accountable owners
Support technical planning discussions when needed, helping teams translate technical strategy into executable milestones, acceptance criteria, and measurable outcomes
Oversee delivery health across the portfolio by monitoring schedule performance, deliverable readiness, customer sentiment, and operational risks
Identify at-risk work early (scope drift, unclear acceptance criteria, quality gaps, staffing constraints, technical debt) and drive corrective action to closure
Define and report KPIs across service delivery and deliverables, such as: On-time deliverable submission rate, First-pass acceptance rate / rework rate, Jira-based delivery metrics (velocity, burn-up/burn-down, throughput, WIP, cycle time, blocked work), SLA/service responsiveness and cycle time (where applicable), Customer satisfaction trends and issue recurrence, Quality trends by deliverable type (completeness, compliance, accuracy, clarity)
Ensure delivery practices and deliverables align with applicable standards and requirements (e.g., NIST, FISMA, FedRAMP, Section 508, and agency governance)
Maintain audit-ready evidence for deliverable reviews, approvals, and quality controls; support internal/external assessments as needed
Partner with Security/Compliance and technical leadership to ensure outputs reflect required controls, documentation rigor, and approval pathways
Lead and mentor service delivery leaders and/or Program Managers; set clear expectations for execution discipline, Agile rigor, and deliverable quality
Own workforce planning across programs—balancing staffing allocations, surge support, and continuity needs
Partner with HR/recruiting to hire, onboard, and retain high-performing delivery staff; ensure role-based training and enablement
Run root-cause analysis for missed deliverables, quality issues, and service failures; implement process improvements and preventive controls
Coach teams on producing 'client-ready' work products—clarity, structure, evidence, compliance alignment, and professional presentation
Promote cross-program knowledge sharing and support repeatable playbooks and Centers of Excellence (COEs) as needed
Contribute to capture/proposals by shaping the Service Delivery and Quality Management approach (governance, staffing, metrics, risk management, quality gates), including Agile tool assumptions and reporting strategy
Lead or support transition-in planning to quickly stand up delivery rhythms, quality standards, Jira structures/dashboards, templates, and reporting for new awards
Qualification
Required
Bachelor's degree in Business, IT, Engineering, or related field (Master's preferred)
10–12+ years in federal program/service delivery environments, including 5+ years in delivery leadership across multiple projects/programs
Demonstrated success implementing delivery governance and ensuring consistent execution across teams
Deep hands-on experience running Agile delivery in Jira, including configuring workflows/boards, building dashboards, and producing executive reporting that leadership and customers rely on
Demonstrated ability to guide and support Program Managers using Agile and Agile DevOps/DevSecOps practices to manage backlogs, dependencies, releases, and delivery metrics
Proven ability to establish and enforce deliverable quality standards (review workflows, quality gates, templates/checklists, acceptance readiness)
Strong understanding of federal contracting delivery dynamics, client communications, and performance expectations
Excellent written communication and executive-level editing/review capability for client deliverables
Strong leadership, organization, and decision-making skills with the ability to influence across PMs, SMEs, and technical teams
Preferred
Hands-on technical background or demonstrated experience guiding technical delivery (e.g., cloud engineering, cybersecurity, data platforms, application modernization, DevSecOps/CI/CD)
Experience supporting HHS or other civilian agencies
Experience supporting compliance-driven deliverables and evidence-based delivery (e.g., Section 508, ATO/security documentation, governance artifacts)
Experience operating within or establishing ISO/CMMI-aligned quality practices (QMS, audits, process compliance)
Certifications are a plus: PMP, ITIL, Lean/Six Sigma, SAFe, or comparable delivery/quality credentials
Company
Arch Systems, LLC
Successfully Delivering Innovative, Customer Focused Services, Digital Transformation and Human Centered Design to our Public Sector Customers.
51-200 employees
H1B Sponsorship
Arch Systems, LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
2023 (2)
2022 (1)
2021 (1)
2020 (4)
Funding
Current Stage
Growth StageTotal Funding
$0.01MKey Investors
Comcast RISE
2023-08-22Grant· $0.01M
Leadership Team
Narayan Srinivasa
Chief AI Scientist
Recent News
Washington Technology
2025-12-13
2025-09-17
2024-12-03
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