IT Operations & Delivery Excellence Lead

Skip to main contentThis website uses cookies to improve your web experience. By using the site, you agree to the use of cookies. Privacy PolicyDeclineAccept CookiesEnglishSign InIT Operations & Delivery Excellence Lead page is loadedIT Operations & Delivery Excellence LeadApplyremote typeHybridlocationsMexico City, Mexicotime typeFull timeposted onPosted 2 Days Agojob requisition idR35162Job DescriptionAbout Zendesk & The RoleAt Zendesk, we build software designed to improve customer relationships, helping businesses create meaningful, engaging, and seamless interactions. To support this mission internally, our Office of the CIO team is looking for an IT Operations & Delivery Excellence Lead to drive operational efficiency and delivery velocity across our IT organization.Embedded within the Strategy & Operations team, this is a strategic leadership role focused on driving the adoption of modern Agile mindsets and practices. In this role, you will partner with senior executives, engineering leaders, and cross-functional teams to champion our "How We Work" (HWW) framework, scale delivery practices, and integrate modern AI capabilities into our daily workflows. If you are an experienced change agent who excels at driving framework adoption, optimizing modern tooling, and fostering team empowerment, we want to hear from you.Key ResponsibilitiesCross-Functional Alignment & Strategy: Drive the overarching strategy for cross-functional delivery alignment, bridging traditional project management approaches and Agile delivery through a cohesive enterprise framework.AI Integration & Delivery Evolution: Drive the integration of AI into our agile delivery practices, leveraging Atlassian Rovo and internal enterprise AI tools to automate routine workflows, optimize knowledge discovery, and accelerate cycle time to value.Framework Maturity: Implement and guide teams in scaling Agile frameworks, with a specific focus on establishing and maturing a robust Kanban framework alongside existing Scrum and SAFe practices.HWW Framework & Knowledge Management: Support the adoption of our operating model framework by measuring Agile adoption and expanding the reach of "how we work" (HWW) more broadly across the organization; own and maintain the master Confluence site as the single source of truth.Training Ownership: Own, maintain, and evolve the end-to-end "how we work" training program and content, in addition to directly delivering tailored training sessions and workshops.Targeted Coaching: Provide dedicated, day-to-day coaching to Scrum Masters to elevate their practice, while also supporting Product Owners/Managers, Engineers, QA, and BSAs to deepen overall Agile methodology execution.Atlassian Tooling Leadership: Lead the strategic evolution of our Atlassian suite to optimize team performance, partnering closely with our Jira Application Lead to align tooling directly with Agile practices.Metrics & Maturity Assessments: Establish and monitor value-based metrics and change-adoption KPIs to track transformation progress, improve delivery predictability, and remove systemic impediments.Executive & Stakeholder Engagement: Engage directly with senior executives and functional leaders to align transformation goals with organizational strategy, fostering shared ownership, transparency, and cultural adaptability.What You Bring to the Role8+ years of experience leading Agile transformations, with a strong background in Agile coaching, delivery leadership, and organizational change.Proven success transitioning organizations from waterfall or hybrid models to Agile ways of working, including SDLC integration and mindset shift.Deep knowledge of Agile frameworks (Scrum, Kanban, SAFe or equivalent), and experience scaling Agile practices across large, distributed teams.Strong hands-on experience with Agile delivery tools, especially Jira, and expertise in using data/metrics to drive transparency and continuous improvement.Exceptional communication, coaching,...