Role Description We are on a mission to help our Managed Services business unit unleash its full potential, and we are hiring an Agile Program Manager to make that happen. If you are passionate about driving strategic outcomes through disciplined Agile delivery, and you thrive in complex, fast-moving environments where technology, people, and process intersect, this role was built for you. As an Agile Program Manager for Managed Services, you will own a portfolio of strategic and operational improvement initiatives delivered by our team of ITSM Administrators and Application Developers. These initiatives span advanced technology integrations, AI automations, cloud migration scenarios, and Managed Services infrastructure tooling, all driven through an Agile-first approach. You will also own the internal release management process, governing the end-to-end coordination of cross-platform integrations, software upgrades, and innovative AI solution development across the Managed Services environment. You will play a meaningful role in shaping how knowledge flows through and from our strategic and operational improvement initiatives, ensuring that each initiative produces the structured knowledge assets that support our internal teams and our customers long after go-live. What you'll do: - Agile delivery leadership - Lead end-to-end Agile delivery for Managed Services strategic and operational improvement initiatives. - Drive adoption and continuous improvement of Agile methods and practices across delivery teams. - Facilitate Agile ceremonies ensuring meaningful outcomes. - Manage and maintain delivery backlogs in collaboration with technical leads and service owners. - Assist in team development and mentor team members in Agile principles. - Promote empowerment of the team and ensure high levels of quality. - Planning, communication, and change management - Gather requirements from technical leads for communication and change management plans. - Develop delivery roadmaps, initiative charters, and status reporting artifacts. - Lead stakeholder communications across technical and non-technical audiences. - Coordinate cross-functional dependencies across initiatives. - Manage risk identification and mitigation planning. - Apply strong influencing and negotiating skills. - Continuous service improvement and process excellence - Champion a culture of Continuous Service Improvement (CSI). - Apply process excellence methodologies to identify inefficiencies. - Support ITSM process implementation workstreams. - Collaborate with service owners to ensure alignment to ITIL standards. - Track and report delivery metrics and execution KPIs. - Release management - Own and manage the internal release management process for Managed Services. - Establish and maintain a release calendar. - Lead release readiness reviews. - Coordinate with ITSM Administrators, Application Developers, and vendor partners. - Champion innovation pipeline governance for AI solution development. - Knowledge management support - Gather key knowledge requirements for knowledge articles. - Identify existing knowledge sources for incorporation into the Service Knowledge Management System. - Identify user groups and audiences for knowledge management activities. - Review net-new knowledge articles prior to publication. - Collate knowledge requirements and gaps across the initiative portfolio. Qualifications - 5+ years of experience with Scrum and Agile methodologies in a technology delivery environment. - PMI-ACP, CAPM, PMP, CSM, or equivalent Agile or program management certification. - Experience in ITSM process implementations and Continuous Service Improvements. - Experience managing a release management process in a technology or managed services environment. - Effective interpersonal skills including mentoring, coaching, collaborating, and team building. - Strong analytical, planning, and organizational skills. - Ability to grasp high-level technical concepts quickly. - Excellent oral and written communication skills. - Creative approach to problem-solving. - Strong focus on CSI and process re-engineering. - Strong influencing and negotiating skills. - 2+ years’ experience with ITSM process and ITIL Foundations v4 (or latest v5) preferred. - Post-secondary education in Project Management, Information Technology, or Communications preferred. - Experience with ServiceNow, Jira, Confluence, or similar PPM tools preferred. Compensation - A reasonable estimate of the current base pay range for this position in Texas and Chicago is $84,750 to $113,000 annually + 10% as target incentives. - A reasonable estimate of the current base pay range for this position in Florida and Colorado is $85,880 to $107,350 annually + 10% as target incentives. - Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. Benefits - Health and Wellbeing: Medical, Dental, and Vision Care, Flexible Spending Account, Employee Assistance Program. - Financial Benefits: 401k Plan with Company Matching, Life and Disability Insurance. - Paid Time Off: PTO and Sick Leave (starting at 20 days per year), Holidays, Parental Leave, Volunteer Days, Bereavement Leave. - Additional Perks: Employee Discount Program.