Agile Service Delivery Manager

Job Description: Position Overview: We are seeking a dynamic and experienced Agile Service Delivery Manager who will also serve as a Project Manager to lead the delivery of high-impact technology services and key strategic initiatives. This hybrid role is responsible for ensuring the successful execution of agile service delivery practices while managing cross-functional projects from initiation to completion. The ideal candidate will be a strategic thinker, a strong communicator, and a proactive leader with a passion for continuous improvement and customer satisfaction.

Key Responsibilities: 1. Service Delivery Management / Scrum Master (70%) • Lead and manage end-to-end service delivery across agile teams, ensuring alignment with business goals and customer expectations. • Oversee daily operations, including incident, problem, and change management, while monitoring service performance metrics and driving continuous improvement initiatives. • Collaborate with stakeholders to define and maintain service level agreements (SLAs), ensuring compliance with agreed standards. • Facilitate agile ceremonies such as stand-ups, retrospectives, and sprint planning, coaching teams on agile best practices. • Organize and guide squads in delivering prioritized work, including backlog refinement, story pointing, and prioritization. • Define, analyze, and track squad capacity, enforce work-in-progress (WIP) limits, and ensure quarterly deliverables for IBR planning are met. • Create and present monthly reports for governance committees like SteerCo, and manage, review, and track new customer use-cases and enhancements. • Review project pipelines with Business Enablement and Product Owners, responding to customer questions and escalating issues as appropriate. • Track progress and completion of prioritized initiatives and programs, such as hygiene projects, and obtain cloud gap acknowledgements from ITSO. • Implement actions from retrospectives and maturity assessments to foster continuous improvement. • Maintain essential documentation, including people trackers, Jive sites, and new joiner onboarding materials. • Coach squads on process improvements and conduct quarterly roadmap planning sessions. • Track, prioritize, and organize tasks related to risk closure and security architecture (SecArch) reviews. • Monitor contract consumption and burndown rates, reporting on discrepancies or anomalies as needed. • Develop and maintain project-specific reporting (e.g., Confluent Cloud) in accordance with Data Fleet Standards. • Plan, execute, and deliver technology projects on time, within scope and budget, using both agile and traditional methodologies. • Develop detailed project plans, manage resources, identify and mitigate risks, resolve issues, and communicate project status to all stakeholders. • Coordinate with cross-functional teams • including engineering, operations, and business units • to ensure project alignment with strategic objectives.2. Project Management (30%) • Plan, execute, and deliver technology projects on time, within scope, and within budget. • Develop detailed project plans, manage resources, and track progress using agile and traditional project management methodologies. • Identify and mitigate risks, resolve issues, and communicate project status to stakeholders. • Coordinate with cross-functional teams including engineering, operations, and business units. • Ensure alignment between project deliverables and strategic objectives.

Qualifications: • 7+ years of experience in IT service delivery and project management, with at least 3 years in an agile environment. • Strong understanding of Agile, Scrum, and Kanban frameworks. • Proven ability to manage multiple projects and priorities in a fast-paced environment. • Excellent leadership, communication, and stakeholder management skills. • Experience with tools such as Jira, Confluence, ServiceNow, and MS Project. • Ability to influence and drive change across organizational boundaries. • Strong analytical and problem-solving skills. #J-18808-Ljbffr