Manager-Integrated Operations

Area(s) of responsibility

Job Description: Project Manager (Agile & ITIL)

Position Overview

We are seeking an experienced Project Manager with a proven track record in managing Agile development projects and ITIL-based support engagements. The ideal candidate will have strong stakeholder management skills, technical understanding, and the ability to balance delivery of new digital projects with operational excellence in IT service management.

Key Responsibilities

Agile Project Management

• Lead end-to-end delivery of software/application development projects using Agile methodologies (Scrum, Kanban, SAFe, or hybrid).
• Drive sprint planning, backlog grooming, daily stand-ups, sprint reviews, and retrospectives.
• Partner with Product Owners, Scrum Masters, and business stakeholders to ensure clear scope, priority, and value delivery.
• Monitor project progress, manage risks/issues, and ensure on-time, high-quality delivery.
• Foster a culture of continuous improvement within the delivery teams.

Support & ITIL Service Management

• Oversee IT support operations aligned to ITIL best practices (Incident, Problem, Change, Release, and Service Request management).
• Ensure SLAs and OLAs are defined, tracked, and achieved for all support services.
• Coordinate root cause analysis and problem management to minimize recurring issues.
• Drive process improvements and automation in service delivery to enhance efficiency and customer satisfaction.
• Liaise with Service Desk, Infrastructure, and Application Support teams for smooth transition from projects into steady-state support.

Stakeholder & Governance

• Act as the primary point of contact for business sponsors, customers, and senior leadership on project and support initiatives.
• Prepare and present project status reports, dashboards, and service performance metrics.
• Ensure compliance with organizational policies, governance standards, and regulatory requirements.

Required Skills & Experience

• 7+ years of experience in project/program management in IT services or consulting.
• Demonstrated success in managing Agile delivery projects (Scrum, Kanban, SAFe).
• Strong knowledge and hands-on experience with ITIL processes (ITIL v3 or ITIL 4 certification preferred).
• Experience managing cross-functional teams including developers, testers, DevOps engineers, and support staff.
• Proficiency with project management tools (e.g., Jira, Azure DevOps, MS Project, Azure ADO).
• Excellent communication, stakeholder management, and leadership skills.
• Strong problem-solving, decision-making, and negotiation skills.
• Ability to manage budgets, contracts, and vendor engagements.

Preferred Qualifications

• PMP/PRINCE2 or equivalent project management certification.
• Certified Scrum Master (CSM/PSM) or AgilePM certification.
• ITIL Foundation (mandatory); ITIL Intermediate/Expert preferred.
• Experience in transitioning projects from build to run mode.
• Background in digital transformation, enterprise platforms (ERP/CRM/Commerce), or cloud-based projects.