We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.
With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.
We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 8,000 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.
Role Overview
Act as a Senior Squad Leader and Agile Delivery Lead, owning the effectiveness, maturity, and outcomes of a high-capacity support and incident management squad, including a dedicated build team. This role is responsible for leading a large team focused on L2 and L3 support, driving operational stability and delivery excellence while proactively managing communication with business stakeholders and clients.
Key Responsibilities
- Operational Leadership: Lead a large support team, balancing proactive incident prevention with reactive technical excellence and production stability ensuring clear ownership and strong collaboration across the squad.
- Incident Management Strategy: Oversee and improve incident management workflows (L2/L3), driving reductions in recurring issues, ensuring consistent SLA adherence and high-quality standards.
- Stakeholder Partnership: Act as a senior partner to Business and Client stakeholders, using strong communication skills to influence priorities, manage expectations, and report on critical incident resolutions with clarity and consistency.
- Backlog & Priority Management: Drive strategy for the support backlog, ensuring a healthy balance between incident resolution, technical debt, developing technical solutions and driving operational improvements.
- Agile Governance: Own and evolve the squad's ways of working, ensuring agile ceremonies drive decision-making and measurable outcomes for the support and development operation.
- Data-Driven Insights: Define and analyse operational metrics (SLA trends, incident volume, throughput, and quality), turning data into actionable improvements ensuring transparent, consistent reporting across the team.
- Risk Mitigation: Proactively identify systemic risks and delivery bottlenecks, addressing root causes through collaboration, effective escalation and recommending clear, pragmatic solutions.
Required Qualifications
- Extensive Experience: Proven track record as a Senior Squad Leader, Scrum Master, or Delivery Lead in complex software and support environments.
- Support Expertise: Strong background in operational support and incident management (L2 and L3 workflows) is highly required.
- Strong Communication: Demonstrated ability to influence senior stakeholders and maintain clear, proactive communication with clients and business teams, including translating complex technical incidents into simple, understandable updates for nontechnical audiences.
- Leadership Skills: Experience leading and developing large teams, with a focus on coaching and mentoring.
- Collaboration Skills: Proven ability to build strong working relationships across engineering, product, business teams, and external partners to maintain flow and resolve issues quickly.
- Agile Proficiency: Deep understanding of agile frameworks and scaling practices (Scrum, Kanban, Lean, DevOps) applied to support contexts.
- Tooling: Strong experience using Jira and agile delivery tooling to support data-driven decision-making and transparency.
- Operational Excellence & Quality Standards: Experience promoting high-quality ticket management practices, including clear documentation, consistent workflows, and strong operational standards across a support environment, quality ticket management practices, including clear documentation, consistent workflows, and strong operational standards across a support environment.
Language: Fluent in English.
Desired Qualifications
Strategic Alignment (OKRs): Solid knowledge of OKR (Objectives and Key Results) frameworks to ensure squad outcomes are directly aligned with broader business objectives and organizational goals.
AI-First Mindset: Familiarity with AI-driven delivery and support tools, reflecting our reality where human expertise unites with AI to create scalable solutions.