Senior Service Delivery Manager II Jira & Automation

SurveyMonkey is the worlds most popular platform for surveys and forms built for businessloved by users. We combine powerful capabilities with intuitive design effectively serving every use case from customer experience to employee engagement market research to payment and registration forms. With built-in research expertise and AI-powered technology its like having a team of expert researchers at your fingertips.

Trusted by millionsfrom startups to Fortune 500 companiesSurveyMonkey helps teams gather insights and information that inspire better decisions create experiences people love and drive business growth. Discover how at .

What were looking for

We are seeking a Senior Service Delivery Manager to drive and evolve our Jira ecosystem in service of product strategy delivery and decision-making. This role sits at the intersection of Product Engineering and Operations ensuring that Jira supports scalable product development clear prioritization and high-quality execution.

You will act as a product operations owner for Jira driving standards automation and insights across product teams while exploring next-generation capabilities such as AI-enabled workflows via Jiras MCP server and Atlassian Rovo. This is a senior role requiring strong systems thinking product fluency and technical depth in Jira.

What youll be working on

• Manage Jira (Cloud) as a product operations platform including governance architecture and long-term roadmap
• Administer Jira (Cloud) including projects workflows issue types custom fields permissions and schemes
• Establish and maintain governance standards and best practices across teams
• Partner with stakeholders to translate operational and product needs into Jira solutions
• Support teams using Agile Scrum Kanban and hybrid project management methodologies
• Configure Jira to support project planning execution and delivery across multiple methodologies
• Enable product discovery and prioritization workflows using Jira Product Discovery including ideas insights scoring and roadmapping support
• Drive enablement and evolution of Jira Product Discovery including idea intake insights scoring models and prioritization frameworks
• Ensure seamless connection between discovery work and delivery execution in Jira Software
• Partner with Product Managers to improve clarity transparency and decision quality
• Identify opportunities to reduce manual work and improve data consistency across Jira projects
• Design and oversee advanced Jira Automation to reduce manual work and improve signal quality
• Develop sophisticated JQL-based dashboards and reports to support product planning capacity management and leadership visibility
• Ensure product data is reliable actionable and aligned with business goals
• Explore and implement AI-enabled solutions using Jiras MCP server including integrations with LLM-based tools
• Pilot innovative use cases leveraging Atlassian Rovo to improve knowledge discovery and productivity
• Partner with internal teams to responsibly adopt AI-driven Jira capabilities
• Act as a trusted Jira and project tooling expert for Operations Product and cross-functional teams
• Create documentation standards and lightweight training to support Jira adoption at scale
• Support change management for new Jira features workflows and automations

Wed love to hear from people with

• 8 years of experience in Product Operations Product Management or Business Systems with deep Jira ownership
• Advanced Jira Cloud administration experience across multiple product teams
• Expert-level JQL skills and strong experience with Jira Automation
• Strong working knowledge of Jira Product Discovery and modern product discovery practices
• Deep understanding of Agile Scrum Kanban and hybrid product development methodologies
• Strategic & Technical Skills
• Proven ability to translate product strategy into scalable systems and workflows
• Strong analytical and systems-thinking mindset
• Comfort influencing senior stakeholders without direct authority
• Experience working with Jira integrations APIs or advanced platform configurations
• Experience in high-growth multi-product or platform organizations
• Hands-on experience or strong interest in Jira MCP server and AI-enabled Jira solutions (Nice to have not required)
• Familiarity with Atlassian Rovo (Nice to have not required)
• Atlassian certifications (Jira Cloud Admin Agile Automation) (Nice to have not required)

The base pay provided for this position ranges from $140250.00 / year - $189750.00 / year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location job-related knowledge education or training skills and experience.

Bonuses and commissions may also be offered as part of the total compensation package in addition to a competitive benefits package including medical dental vision life and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

SurveyMonkey believes in-person collaboration is valuable for building relationships fostering community and enhancing our speed and execution in problem-solving and decision-making. As such you will be required to work from a SurveyMonkey office up to 1 day per week.

#LI-Hybrid

Why SurveyMonkey Were glad you asked

At SurveyMonkey curiosity powers everything we do. Were a global company where people from all backgrounds can make an impact build meaningful connections and grow their careers. Our teams work in a flexible hybrid environment with thoughtfully designed offices and programs like theCHOICE Fund to help employees thrive in work and life.

Weve been trusted by organizations for over 25 years and were just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving opening new hubs in Costa Rica and India crossing the threshold of 100 billion questions answered and earning recognition as one of the Most Inspiring Workplaces across North America and Asia.

We live our company valueslike championing inclusion and making it happenby embedding them into how we hire collaborate and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you.

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity innovation and the success of our business. We do not discriminate on the basis of race religion color national origin gender sexual orientation gender identity or expression age marital status veteran status disability status pregnancy parental status genetic information political affiliation or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.