Job Description: Why you'll love Softchoice:
We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.
We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what's good for our people and communities.
The impact you will have:
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.
What you'll do:
Agile delivery leadership
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
Planning, communication, and change management
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
Continuous service improvement and process excellence
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
Release management
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
Knowledge management support
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
What you'll bring to the table:
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
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