Agile Service Delivery Manager

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:
Service Delivery Management / Scrum Master
• 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. Project Management
• 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.