ITIL Architect - Reliability & Quality

Description

The Executive Director of Quality, Operational Excellence & Governance is a senior quality leader responsible for building and scaling quality, reliability, and continuous improvement capability across Technology Operations. This role ensures teams consistently apply structured problem-solving, Lean practices, and visual management to eliminate recurring issues, improve flow, and make IT easier for the business to work with.

Reporting to the SVP of Technology Operations & Digital Transformation, this leader serves as the enterprise quality authority for IT, with a strong mandate to teach, mentor, and coach leaders and practitioners in the use of quality tools. The role emphasizes hands-on leadership, Gemba-based engagement, and embedding operational excellence into daily work rather than relying on policies or reviews.

Quality Tools Training, Coaching & Adoption

• Design, deliver, and continuously evolve a Quality Tools training and mentoring program across Technology Operations.

• Coach leaders and teams in the practical application of quality methodologies, including:

o A3 problem solving

o 5-Whys root cause analysis

o Value Stream Mapping

o Kaizen and Kaizen Bursts

o 5S workplace organization

o Visual management and bowlers

• Ensure quality tools are actively used as decision-making and improvement mechanisms—not administrative artifacts.

• Build scalable quality capability through a teach-the-teacher model, balancing people development, internal growth, and selective outsourcing.

Incident & Problem Management Excellence

• Establish and reinforce disciplined repeating incident problem-solving processes across IT.

• Require A3 problem solving chronic issues, with clear problem definition, root cause analysis, countermeasures, and follow-up.

• Lead quality rigor for major incidents, ensuring: Completion of 5-Whys analysis with accountable owners, Clear temporary countermeasures to restore stability, Permanent countermeasures to prevent recurrence

Mentor teams to transition from reactive response to sustained problem elimination.

• Process Improvement & Lean Operations

• Lead end-to-end process improvement initiatives using Lean principles and Value Stream Mapping.

• Identify waste, bottlenecks, handoffs, and failure points across operational workflows.

• Drive Kaizen Bursts that convert analysis into measurable improvements.

• Ensure improvements focus on: Flow and speed, Quality and reliability, Improved customer and employee experience

Duties and Responsibilities:

List the core tasks and responsibilities associated with the role. Quality Tools Training, Coaching & Adoption

• Design, deliver, and continuously evolve a Quality Tools training and mentoring program across Technology Operations.

• Coach leaders and teams in the practical application of quality methodologies, including:

o A3 problem solving

o 5-Whys root cause analysis

o Value Stream Mapping

o Kaizen and Kaizen Bursts

o 5S workplace organization

o Visual management and bowlers

• Ensure quality tools are actively used as decision-making and improvement mechanisms—not administrative artifacts.

• Build scalable quality capability through a teach-the-teacher model, balancing people development, internal growth, and selective outsourcing.

Incident & Problem Management Excellence

• Establish and reinforce disciplined repeating incident problem-solving processes across IT.

• Require A3 problem solving chronic issues, with clear problem definition, root cause analysis, countermeasures, and follow-up.

• Lead quality rigor for major incidents, ensuring:

o Completion of 5-Whys analysis with accountable owners

o Clear temporary countermeasures to restore stability

o Permanent countermeasures to prevent recurrence

Mentor teams to transition from reactive response to sustained problem elimination.

• Process Improvement & Lean Operations

• Lead end-to-end process improvement initiatives using Lean principles and Value Stream Mapping.

• Identify waste, bottlenecks, handoffs, and failure points across operational workflows.

• Drive Kaizen Bursts that convert analysis into measurable improvements.

• Ensure improvements focus on:

o Flow and speed

o Quality and reliability

o Improved customer and employee experience

Metrics, Visual Management & Operational Transparency

• Define and standardize operational metrics and KPIs across Technology Operations.

• Lead adoption of Visual Daily Management, including:

Enable consistent visibility into operational performance by site, region, and platform.

• Coach leaders on using metrics as a management and learning tool, not just reporting.

Going Gemba – Leading Where the Work Happens

• Establish “Going Gemba” as a core leadership expectation.

• Regularly engage with teams where work is performed to:

Observe real processes

• Ask probing, improvement-focused questions

• Identify systemic issues and learning opportunities

• Model hands-on, curiosity-driven leadership rather than conference-room problem solving.

Process Excellence & Governance

• Serve as the IT Quality and Process Excellence leader, owning standards and expectations for continuous improvement.

• Reinforce governance through coaching, transparency, and leadership accountability rather than bureaucracy.

Site Reliability Engineering (SRE) Enablement

• Partner with product, platform, and infrastructure teams to embed SRE principles, including: Service Level Objectives (SLOs), Error budgets, Reliability and resilience patterns, Regular operational learning and reliability reviews

• Ensure reliability ownership is embedded in teams and supported through shared quality practices.

Minimum Education and Experience Required:

• Bachelor’s degree in Information Technology, Engineering, or equivalent professional experience.

• 10+ years of progressive experience in IT operations, quality, or operational excellence roles.

• Deep hands-on experience with Lean, and quality tools.

• Proven success building and scaling quality and continuous improvement capability across large, complex IT organizations.

• Strong credibility working with technology and business leaders.

Preferred Qualifications:

• Formal Lean, Six Sigma, or quality leadership certifications.

• Experience embedding SRE practices within IT operations or platform teams.

• Experience in coaching-led organizational change and continuous improvement.

Skills and Competencies:

• Executive-level communication and influence.

• Systems thinking and structured problem-solving expertise.

• Ability to balance operational rigor with speed and pragmatism.

• Hands-on leadership style with deep operational credibility.

Skills

Architecture, Process management, Servicenow, Incident management, Change management, Process improvement, Itsm, Itil service management

This is a Contract to Hire position based out of Raleigh, NC.

The pay range for this position is $80.00 - $95.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Raleigh,NC.

This position is anticipated to close on Mar 13, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.