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 clients 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

• 1014 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.