Technical Project Manager (Scrum Master)

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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).

• 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.

• 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.