Freelance Service Delivery Manager

We are looking for an Agile Service Delivery Manager (SDM) to facilitate and coach Agile practices within our Platform team (Scrum) and RUN team (Kanban).

This role is critical in bridging Agile methodologies with customer specific IT Service Management (ITSM) processes, ensuring smooth integration while maintaining strict adherence to customer defined workflows.

The SDM will oversee the prioritization and handling of all customer requests (Incidents, RITMs, Change Tasks) within the teams' Agile frameworks, ensuring nothing is missed.

Key Responsibilities

• As the Agile SDM, you will support both the Platform team (using Scrum) and the RUN team (using Kanban), ensuring that Agile best practices are followed and helping to facilitate processes where necessary.
• You will drive the PI planning and estimation process - supporting the Platform Team with high level estimation and refinement sessions.
• You will work closely with the CCoE and key stakeholders in your responsibility to manage PI budget, scoping and timings.
• A key part of your role will be to integrate Agile workflows with the customer's ITSM processes (ServiceNow, Jira), ensuring that all customer specific procedures are strictly adhered to. You will act as a bridge between Agile Development, Operations and ITSM, ensuring a seamless flow of communication and process alignment between the teams.
• You'll oversee the handling of internal and external requests, such as Incidents and Change Tasks, ensuring they are correctly assigned to the appropriate team and managed to completion. Regular monitoring of the queue will be essential to ensure that tasks are prioritized and aligned with Service Level Agreements (SLAs).
• While you won't be managing the tools like a system administrator, you'll be using tools such as Azure DevOps, Jira and ServiceNow to ensure agile processes are properly followed. Your focus will be on creating visibility and accountability within the teams.
• You will work closely with the Quality Manager to ensure that all deliverables, from user stories to documentation, meet high standards. Regular reviews will be part of this process to ensure alignment with customer expectations.
• You will also support the Cloud Operations Manager in building and managing a predictable agile factory through structured reporting, agile meetings and process standardization.

What we're looking for

• Minimum 10 years operations experience (e.g. service management, delivery management) is essential.
• Experience of facilitating Agile practices, particularly with Scrum and Kanban methodologies
• Familiarity with ITSM tools and processes, such as ServiceNow, Jira, and Azure DevOps, and the ability to integrate Agile workflows with ITSM.
• This is a hybrid role, averaging 2d / week on site
• Cloud & infra skills are a plus
• Strong communication and organizational skills, with the ability to work across teams and with customers.
• A collaborative approach to promoting team success and removing barriers.
• Agile certifications (Certified Scrum Master, ITIL Foundation) are a plus.