Manager-Integrated Operations

• 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.
  

• 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.
  

• 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.