Job Description

Role Overview

-----------------



We are seeking a highly experienced

Technical Project Manager

with deep expertise in

Agile delivery, IT Service Management (ITIL), and P&C Insurance systems

. This role is responsible for the

end-to-end management, delivery, and governance

of the client's Support Projects as well as the execution of Development initiatives. The ideal candidate will oversee global delivery teams, ensure seamless operations, maintain governance rigor, and drive continuous improvement across both support and project functions.

Key Responsibilities

========================

1. Agile Delivery & Technical Project Management

------------------------------------------------------

Act as a

servant leader

and coach for one or more Agile teams. Facilitate core

Scrum ceremonies

including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives. Guide teams on

Agile principles

, best practices, and continuous improvement. Remove impediments and foster a

collaborative, self-organizing

team culture. Maintain a healthy and prioritized

product backlog

in collaboration with Product Owners. Track and report delivery metrics such as

velocity, burndown, and sprint goals

. Ensure alignment of

business objectives

with

technical deliverables

across projects.

2. Service Delivery Management (ITIL-Aligned)

---------------------------------------------------

Manage day-to-day support operations aligned to

ITIL processes

for Incident, Problem, Change, and Release Management. Oversee SLA compliance, queue health, ticket quality, and process adherence. Ensure effective prioritization and resolution of production issues, defects, and high-priority incidents. Drive stability, reduce incidents, and improve operational efficiency across support functions.

3. Governance & Reporting

-------------------------------

Lead or support periodic governance forums including:

+ Weekly operational reviews
+ Monthly service reviews
+ Quarterly executive reviews
Prepare and present

dashboards, SLA/KPI reports, service performance summaries, risks/issues

, and continuous improvement updates. Maintain

audit readiness

by ensuring documentation standards, ticket hygiene, and process compliance. Track and monitor

Workforce Management KPIs

such as backfill timelines, productivity ramp-up, and training completion.

4. Stakeholder & Communication Management

-----------------------------------------------

Serve as the primary communication bridge between

offshore delivery teams

,

onshore client stakeholders

, and internal leadership. Ensure timely escalations, stakeholder updates, and communication of action plans for critical issues. Build strong relationships with business, IT, and vendor teams to ensure smooth coordination and delivery.

5. People & Resource Management

-------------------------------------

Lead and manage offshore teams including

Developers, Team Leads, DBAs, and Support Monitoring specialists

. Conduct performance reviews, monitor skills development, and ensure training completion. Manage

succession planning

, resource forecasting, and workforce stability during attrition or sudden demand spikes. Foster a culture of

accountability, ownership, proactive problem-solving, and continuous learning

.

Required Skills & Experience

=================================

Technical & Delivery Expertise

-----------------------------------

10-14 years

of overall IT experience, with

5+ years

managing

Development

and

Managed Service Delivery

engagements. Strong knowledge of

ITIL

processes, including Incident, Problem, Change, and Release management. Hands-on experience with ticketing tools such as

Jira, ServiceNow

(preferably with ServiceNow ITSM exposure). Working knowledge of cloud and monitoring platforms such as

AWS, Azure, Power BI, AppDynamics, CloudWatch

, or equivalent. Experience delivering in the

P&C Insurance domain

(underwriting, claims, policy admin systems).

Project & Program Management

---------------------------------

Proven experience leading

multi-region engagements

with global delivery teams. Ability to define, track, and manage

SLAs, KPIs, service credits, risk logs, performance dashboards

, and improvement plans. Experience in

transition and transformation

programs, including knowledge transfer, ramp-up, and steady-state stabilization. Strong analytical mindset with capability to perform

trend analysis, root-cause assessments

, and build corrective/ preventive action plans.

Preferred Qualifications

============================

Certified Scrum Master (CSM)

,

SAFe Scrum Master (SSM)

, or equivalent Agile certification. Experience with

SAFe

or other Agile scaling frameworks. Knowledge of

regulatory and compliance

standards within the insurance industry.

Job Opening ID


RRF_6250
Job Type


Permanent
Industry


IT Services
Date Opened


10/12/2025
City


Pune City
Province


Maharashtra
Country


India
Postal Code


411057