Zendesk

1 day ago

IT Operations & Delivery Excellence Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Drive cross-functional IT delivery alignment by scaling Agile ways of working across the organization. Integrate AI into Agile delivery practices using Atlassian Rovo and internal AI tools to automate workflows and improve cycle time. Mature Scrum/SAFe practices alongside a robust Kanban framework, own the “How We Work” (HWW) Confluence master site, and run end-to-end training. Coach Scrum Masters and influence executives through metrics and stakeholder engagement.

Location: Mexico City

Workplace: Hybrid

Employment Type: Full time

Job Function: IT Operations (Systems/Network Admin)

Seniority: Sr. Manager level

Key Responsibilities

•Drive cross-functional delivery alignment strategy by bridging traditional project management and Agile delivery through an enterprise framework.
•Integrate AI into Agile delivery practices using Atlassian Rovo and internal enterprise AI tools to automate workflows and accelerate cycle time to value.
•Implement and mature Agile frameworks, establishing a robust Kanban approach alongside existing Scrum and SAFe practices.
•Own and evolve the “How We Work” (HWW) framework and knowledge management, including maintaining the master Confluence site and running the HWW training program.
•Provide day-to-day coaching to Scrum Masters and support Product Owners/Managers, Engineers, QA, and BSAs to deepen Agile methodology execution; lead Atlassian tooling evolution and track transformation metrics.

Key Requirements

•8+ years leading Agile transformations, including Agile coaching, delivery leadership, and organizational change.
•Experience transitioning organizations from waterfall or hybrid models to Agile ways of working, including SDLC integration.
•Deep knowledge of Agile frameworks (Scrum, Kanban, SAFe or equivalent) and scaling Agile across large, distributed teams.
•Hands-on expertise with Agile delivery tools, especially Jira, and using data/metrics for transparency and continuous improvement.
•ICAgile ICP-ACC or Certified Enterprise Coach (CEC), plus either a Certified Scrum Master and/or Certified Scrum Product Owner (CSPO).

Skills:CommunicationCoachingFacilitationStakeholder alignmentOrganizational change

Certifications:ICAgile Certified Professional in Agile Coaching (ICP-ACC)Certified Enterprise Coach (CEC)Certified Scrum MasterCertified Scrum Product Owner (CSPO)Professional Scrum Master (PSM III)SAFe Program ConsultantICAgile Certified Professional

Tech Stack:Atlassian RovoAtlassian suiteJiraConfluence

Company Brief

Zendesk

Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor

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Zendesk

1 day ago

IT Operations & Delivery Excellence Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Mexico City

Workplace: Hybrid

Employment Type: Full time

Job Function: IT Operations (Systems/Network Admin)

Seniority: Sr. Manager level

Key Responsibilities

•Drive cross-functional delivery alignment strategy by bridging traditional project management and Agile delivery through an enterprise framework.
•Integrate AI into Agile delivery practices using Atlassian Rovo and internal enterprise AI tools to automate workflows and accelerate cycle time to value.
•Implement and mature Agile frameworks, establishing a robust Kanban approach alongside existing Scrum and SAFe practices.
•Own and evolve the “How We Work” (HWW) framework and knowledge management, including maintaining the master Confluence site and running the HWW training program.
•Provide day-to-day coaching to Scrum Masters and support Product Owners/Managers, Engineers, QA, and BSAs to deepen Agile methodology execution; lead Atlassian tooling evolution and track transformation metrics.

Key Requirements

•8+ years leading Agile transformations, including Agile coaching, delivery leadership, and organizational change.
•Experience transitioning organizations from waterfall or hybrid models to Agile ways of working, including SDLC integration.
•Deep knowledge of Agile frameworks (Scrum, Kanban, SAFe or equivalent) and scaling Agile across large, distributed teams.
•Hands-on expertise with Agile delivery tools, especially Jira, and using data/metrics for transparency and continuous improvement.
•ICAgile ICP-ACC or Certified Enterprise Coach (CEC), plus either a Certified Scrum Master and/or Certified Scrum Product Owner (CSPO).

Skills:CommunicationCoachingFacilitationStakeholder alignmentOrganizational change

Tech Stack:Atlassian RovoAtlassian suiteJiraConfluence

Company Brief

Zendesk

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Decacorn (USD 10B+)

Funding: Private Equity Backed

Headquarters: San Francisco, United States

Founded: 2007

Glassdoor: 4.0

Website LinkedIn Glassdoor