ITS Operations Planning & Delivery Lead

American Psychological Association•Washington, DC

59d•Remote

About The Position

The ITS Operation Planning and Delivery Lead plays a multifaceted role that blends the responsibilities of a Scrum Master/Agile Coach, Business/Process Analyst, Service Delivery Lead and Project Manager (as needed) across multiple teams. This role acts as a critical bridge between business stakeholders, product owners, IT leaders and technical leads, ensuring alignment, clarity, and successful delivery of technology initiatives. The ideal candidate will lead the planning and execution of IT Services (ITS) Operations initiatives, with a strong emphasis on cloud infrastructure (particularly AWS), automation, observability, and service management. The ideal candidate will lead the planning and execution of Information Technology Services (ITS) Operations initiatives (with a strong emphasis on cloud infrastructure (AWS), automation, observability, and service management) by managing timelines, defining milestones, and driving the end-to-end delivery of business value. Key responsibilities include conducting analysis of requested features, working with Operations teams to set service level agreements (SLA's) and driving automation and continuous improvement objectives. In addition to overseeing delivery, the Lead will help advance Agile maturity across the department by promoting methodologies developed in collaboration with ITS leadership and teams. Key skills for this role include IT Service Management knowledge, strong technical knowledge including working knowledge of cloud technologies (mainly Amazon Web Services), project management, excellent communication and leadership, strategic vision, and the ability to manage resources effectively to ensure high-quality service delivery. Success in this role requires strong facilitation, communication, and analytical skills, along with the ability to work strategically and operationally across diverse teams and complex initiatives

Requirements

Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field
Minimum 8 years of progressive IT experience, with at least 4 years serving in a Scrum Master, Agile Project Manager, or equivalent leadership role within IT Operations teams
Demonstrated experience leading Agile practices across multiple teams in complex environments, with a strong grasp of Scrum/Lean principles and other frameworks (e.g., DevSecOps, Kanban, XP, SAFe) and the ability to adapt practices to team and organizational need
ITIL 4 knowledge and certification
Experienced in supporting IT Operations and technical teams through facilitation of backlog refinement, planning sessions, and cross-functional alignment
Skilled in business and process analysis, including eliciting requirements, analyzing features, and translating business needs into actionable development tasks
Passionate about continuous improvement, with a strong track record of contributing to the maturation of process methodology across teams, including quarterly planning, roadmap development, and milestone management and automation of these processes
Strong organizational, analytical, and problem-solving skills, with a demonstrated ability to plan and drive initiatives through successful execution. Able to remain focused and composed in dynamic, fast-paced environments while bringing creativity and structured thinking to complex challenges
Excellent written and verbal communication skills, with the ability to collaborate effectively across technical and non-technical audiences.
Proficient with Agile backlog management tools, preferably JIRA, including dashboards, reporting, and advanced filtering
Strong experience with collaboration and communication tools such as Confluence, Microsoft Teams, Slack, or similar platforms
Extensive experience with Excel, Word, PowerPoint/presentation software
Experience with cloud technologies, especially Amazon Web Services (AWS). Microsoft Azure experience is a plus.

Nice To Haves

Certified Scrum Master (CSM) from Scrum Alliance or equivalent Agile certification is a plus
Understanding of Artificial Intelligence (AI) and Machine Learning concepts is desirable

Responsibilities

Lead milestone planning and outcome-focused execution for multiple IT Operations Agile teams and cross-team projects, ensuring deliverables align with strategic objectives and quarterly roadmaps.
Monitor and ensure the achievement of SLAs and KPIs, identify deviations, and drive improvements to enhance service performance and customer satisfaction
Manage end-to-end delivery of ITS Operations initiatives by coordinating timelines, dependencies, and tracking progress through metrics like velocity and burn-down charts to optimize project outcomes.
Prepare for and facilitate Agile ceremonies, including daily huddle, sprint planning, reviews, retrospectives, backlog refinement, and planning poker sessions.
Collaborate with product owners, business stakeholders, and technical teams to refine requirements, evaluate feature requests, and convert functional requirements into well-defined development work. Maintain and prioritize the backlog in JIRA and ensure alignment with Agile standards and business goals.
Identify cross-team dependencies and common issues (e.g., communication gaps, UI consistency), driving proactive resolution and continuous process improvement.
Facilitate release planning by coordinating milestone tracking and contributing analysis to support smooth and predictable ITS outcomes.
Advocate for Agile (ITIL 4 and Scrum) methodologies, promoting continuous improvement and maturing Agile practices across teams and the broader department
Prepare and deliver progress reports, metrics, and visual presentations for ITS leadership and business stakeholders to ensure transparency and informed decision-making
Facilitate end-of-sprint demonstrations and stakeholder engagement sessions to showcase progress and gather feedback for iterative improvements
Stay current with emerging technologies to support the development and delivery of digital and cloud infrastructure, automation, and AI integration.
Facilitate process documentation and support the creation and maintenance of technical documentation
Assist with functional testing and contribute to test automation for applications supported by Agile teams
Demonstrate strong initiative and independence by managing priorities, maintaining consistent productivity, and providing regular task updates to ensure deadlines are met