Online Service Delivery Manager Jobs in Raleigh, NC

This is a remote role that may be hired in the following locations: Arizona, North Carolina, and Texas.

The Manager, Agile Delivery leads a team of Scrum Masters supporting the Infrastructure Engineering (IE) organization. This leader will build foundational Agile capabilities that enable transparency, predictability, and disciplined execution of infrastructure initiatives and operational work.  The role is accountable for transforming how infrastructure work is planned, prioritized, measured, and delivered by implementing standardized Agile practices, data-driven delivery governance, and portfolio visibility across infrastructure domains including Platform Engineering, Network & Connectivity Engineering, Data Platform Engineering, Cross Platform Engineering and Digital Workplace Technology. 

This leader will establish Agile methods to optimize: 

• Delivery predictability and throughput 

• Work intake and demand management 

• Prioritization effectiveness 

• Work quality and reliability 

• Interrupt-driven operational work 

• Dependency management 

• Infrastructure portfolio execution 

TECHNOLOGY STACK 

• Jira  

• Confluence 

• ServiceNow 

• Azure DevOps 

• Power BI 

• Tableau 

• Clarity 

• Microsoft 365 

• Microsoft Power Platform 

• ITSM / ITIL Processes 

• Data Analytics and Reporting Tools 

Leadership & Organizational Management 

• Lead, coach, and develop a team of Scrum Masters supporting infrastructure engineering teams. 
• Manage performance, coaching, workforce planning, succession planning, and professional development of Scrum Masters and Agile practitioners. 
• Collaborate with Infrastructure and Technology leadership to define and implement Agile delivery strategies that improve execution effectiveness, transparency, prioritization, and team structure across the infrastructure portfolio.  Establish measurable objectives aligned with organizational goals. 
• Establish a consistent Agile delivery framework across Infrastructure Engineering. 
• Build organizational capability around Scrum and/or Kanban Agile practices. 
• Create a culture of transparency, accountability, continuous improvement, and measurable outcomes. 
• Define success metrics and Agile maturity objectives for infrastructure teams. 
• Develop career paths, coaching plans, and performance expectations for Scrum Masters. 
• Facilitate executive-level communication of delivery health, risks, dependencies, and organizational capacity. 

Agile Transformation & Practice Leadership 

• Serve as a subject matter expert for Agile delivery methodologies, Jira administration standards, workflow optimization, ITSM integration, and infrastructure delivery best practices. Maintain awareness of evolving Agile, Infrastructure, and Financial Services industry trends. 
• Develop and execute the Agile roadmap for Infrastructure Engineering. 
• Define standards for sprint planning, backlog management, estimation, capacity planning, retrospectives, and reporting. 
• Establish Agile governance appropriate for infrastructure engineering work. 
• Drive adoption of Agile practices across all Infrastructure Engineering teams. 
• Ensure Agile practices effectively support enterprise project methods.  

Delivery Performance, Capability and Flow Analytics 

• Establish delivery metrics and reporting frameworks to seed continuous improvement efforts.  Example metrics include team capability, throughput, delivery predictability, flow efficiency, work-in-progress, lead time, and cycle time. 
• Establish reporting, metrics, governance standards, and executive dashboards that provide actionable insight into capability, throughput, risks, dependencies, and delivery performance. 
• Develop executive dashboards providing actionable insights into infrastructure engineering delivery performance. 
• Partner with infrastructure leaders to improve forecasting accuracy and resource planning. 
• Utilize historical delivery metrics and capacity data to support investment and staffing decisions. 
• Enable data-driven prioritization and portfolio management practices through meaningful reporting and analytics.  

Portfolio Prioritization & Demand Management 

• Partner with infrastructure leadership and key stakeholders to establish prioritization frameworks. 
• Improve visibility into competing demands across run, grow, transform, compliance, and risk-reduction activities. 
• Facilitate backlog refinement and portfolio-level planning activities. 
• Align intake governance processes and dependency management across teams.   
• Ensure alignment between strategic objectives and delivery team commitments. 
• Drive transparency into capacity constraints and execution risks. 

Infrastructure Delivery Support 

• Guide Scrum Masters supporting Platform Engineering, Network & Connectivity Engineering, Data Platform Engineering, Cross Platform Engineering and Digital Workplace Technology. 
• Ensure Agile practices are tailored to infrastructure work including: 
  • Platform modernization 
  • Cloud migrations 
  • Infrastructure automation 
  • Technical debt remediation 
  • Vulnerability and Frontier AI remediation 
  • Capacity upgrades 
  • Regulatory initiatives 
  • Operational resilience programs 
• Establish approaches for managing interrupt-driven work while maintaining delivery predictability. 

Continuous Improvement 

• Analyze trends and identify opportunities to improve delivery performance. 
• Partner with infrastructure leaders to improve operational efficiency and delivery outcomes. 
• Advance Agile maturity through coaching, education, and metric-driven improvements. 

Operational Excellence 

• Implement standards for delivery governance and reporting. 
• Actively participate in the Agile Center of Excellence and influence decision-making to best meet the needs of Infrastructure Engineering. 
• Improve consistency of Jira and Agile workflow utilization across infrastructure teams. 
• Ensure work visibility aligns with change management, release management, and ITSM processes. 
• Promote disciplined execution, risk mitigation, and compliance with organizational standards. 
• Support infrastructure leadership during audits, regulatory reviews, and governance activities. 

Qualifications:

Bachelor's Degree and 6 years of experience in Applications development, applications analysis or systems engineering OR High School Diploma or GED and 10 years of experience in Applications development, applications analysis or systems engineering. 

Core Competencies and Skills:

• Strong experience supporting agile delivery for an technology infrastructure organization rather than only software product development teams.  
• 5+ years of technology delivery, infrastructure, or operations experience.  
• 3+ years leading Agile teams, Scrum Masters, Delivery Leads, or PMO functions.  
• Expertise with Jira, Confluence, and Agile reporting solutions.  
• Experience implementing capability management, throughput analysis, and delivery forecasting practices.  
• Knowledge of Scrum, Kanban, Lean, SAFe, and/or Agile portfolio management.  
• Strong executive communication and stakeholder management skills.  
• Experience working within regulated financial institutions.  
• Familiarity with FFIEC guidance, operational resilience, risk management, and infrastructure governance practices.  
• Experience utilizing Power BI, Tableau, or similar platforms to develop executive delivery dashboards.  
• Proven ability to drive organizational change and Agile maturity improvements.  

Preferred Certification(s):

• Certified Scrum Master (CSM)  
• SAFe Program Consultant (SPC)  
• SAFe Agilist (SA)  
• PMI-ACP  
• Certified Agile Coach 
• ITIL Foundation or higher

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.