Agile Program Manager

Softchoice•Arvada, CO

1d•$84,750 - $113,000•Remote

About The Position

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 be accountable not only for delivery execution, but for the communication, change management, and stakeholder alignment that make every initiative land successfully. 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.

Requirements

5+ years of experience with Scrum and Agile methodologies in a technology delivery environment, with demonstrable experience managing concurrent program level strategic and operational improvement initiatives
PMI-ACP, CAPM, PMP, CSM, or equivalent Agile or program management certification
Experience in ITSM process implementations, Continuous Service Improvements, and/or process excellence methodologies and tools
Experience managing a release management process in a technology or managed services environment, including coordination of cross-platform integrations, software upgrade cycles, and emerging technology delivery
Effective interpersonal skills including mentoring, coaching, collaborating, and team building
Strong analytical, planning, and organizational skills with an ability to manage competing demands across a multi-initiative portfolio
Ability to grasp high-level technical concepts quickly and solution-oriented with a positive attitude
Excellent oral and written communication skills
Creative approach to problem-solving with the ability to focus on details while maintaining the “big picture” view
Strong focus on CSI and process re-engineering
Strong influencing and negotiating skills

Nice To Haves

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

Responsibilities

Lead end-to-end Agile delivery for Managed Services strategic and operational improvement initiatives, owning scope, velocity, timelines, and stakeholder outcomes across a concurrent portfolio of infrastructure transformation and service innovation work
Drive adoption and continuous improvement of Agile methods and practices across delivery teams, coaching teams toward higher performance and more predictable results with each sprint cycle
Facilitate Agile ceremonies including sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives, ensuring each ceremony drives meaningful outcomes rather than routine compliance
Manage and maintain delivery backlogs in collaboration with technical leads and service owners, ensuring stories are well-defined, prioritized, and ready for sprint execution
Assist in team development, holding teams accountable for their commitments, removing roadblocks, and leveraging organizational resources to improve capacity for delivery work; mentor and develop team members in Agile principles and practice
Promote empowerment of the team, ensure that each team member is fully engaged and making a meaningful contribution, and encourage a sustainable pace with high levels of quality across every strategic and operational improvement initiative
Gather requirements from technical leads on each strategic and operational improvement initiative to ensure the proper communication and change management plan is in place for each deployment
Develop delivery roadmaps, initiative charters, and status reporting artifacts that give stakeholders consistent, honest visibility into the health of each workstream
Lead stakeholder communications across technical and non-technical audiences, translating delivery complexity into clear language without losing important operational detail
Coordinate cross-functional dependencies between ITSM Administrators, Application Developers, Platform Engineers, and external vendors across concurrent strategic and operational improvement initiatives
Manage risk identification and mitigation planning across the initiative portfolio, escalating appropriately and driving resolution with urgency
Apply strong influencing and negotiating skills to align competing priorities across stakeholders, resources, and delivery timelines
Champion a culture of Continuous Service Improvement (CSI) across all strategic and operational improvement initiatives, translating retrospective learnings into improved practices for future delivery cycles
Apply process excellence methodologies to identify inefficiencies in current delivery workflows and drive measurable, sustainable improvements
Support ITSM process implementation workstreams, ensuring that new tools, integrations, and workflows are properly scoped, tested, and documented before cutover
Collaborate with service owners to ensure delivery outcomes align to ITIL-aligned process standards, including incident, change, request, and configuration management
Track and report delivery metrics and execution KPIs, using data to guide sprint pacing decisions and portfolio prioritization across the full initiative landscape
Own and manage the internal release management process for Managed Services, providing end-to-end governance and coordination across all release types including cross-platform integrations, software upgrades, and innovative AI solution development
Establish and maintain a release calendar that coordinates deployment windows, dependency sequencing, and stakeholder readiness across all cross-platform integration workstreams and software upgrade cycles
Lead release readiness reviews, ensuring that each release, whether a platform integration, tooling upgrade, or AI-driven capability, meets defined quality, testing, and documentation standards before go-live
Coordinate with ITSM Administrators, Application Developers, Platform Engineers, and vendor partners to manage release dependencies, mitigate integration risks, and maintain service continuity throughout deployment cycles
Champion innovation pipeline governance for AI solution development workstreams, ensuring that emerging capabilities move from ideation through delivery in a structured, risk-managed, and stakeholder-informed manner
For each strategic and operational improvement initiative, gather key knowledge requirements from technology support groups to ensure the proper knowledge articles are created for internal employees and the customer-facing service portal
Identify existing knowledge sources within the organization that need to be incorporated into the Service Knowledge Management System as part of initiative closure activities
Identify user groups, audiences, and integration points for knowledge management activities required within each initiative, ensuring knowledge assets reach the right people in the right format
Review net-new knowledge articles submitted through delivery workstreams prior to publication, verifying accuracy and alignment to initiative outcomes
Collate knowledge requirements and gaps identified across the initiative portfolio and socialize the knowledge strategy and process as required on a quarterly basis, working in close partnership with the ITIL Knowledge Manager