CallCenterNinjaSutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 37 years, we have cared for our clients' customers, delivering measurable results and accelerating growth.
Job Description: Scrum Master / Project Manager – Custom Application Managed Services and Development
Location: Hyderabad – Remote (work from office on need basis)
Job Type: Full-Time
Experience Level: Mid to Senior-Level
Reports To: Project Manager / Scrum Master
Work Hours : 2:30pm IST to 11:30pm IST
Job Summary
We are seeking an experienced Scrum Master / Project Manager to lead the delivery and ongoing managed services of custom applications, including development, enhancements, and production support. This role combines Agile leadership and traditional project management responsibilities to ensure effective delivery while also managing service operations such as incidents, service requests, and day-to-day support activities.
The ideal candidate will bring strong expertise across Agile and SDLC practices, managed services delivery, and client engagement. In addition to leading development initiatives, the candidate will coordinate with tech teams ensuring timely resolution of incidents, prioritization of service requests, backlog governance, and smooth operational continuity aligned with SLAs and business priorities.
This is a highly visible client-facing role requiring strong leadership, coordination, stakeholder management, and the ability to balance development, enhancements, and support activities effectively.
Key Responsibilities
Scrum Master and Agile Delivery Leadership
• Act as Scrum Master for one or more Agile teams delivering custom application development and priotized based on the managed services incidents efforts.
• Facilitate Agile ceremonies including sprint planning, daily stand-ups, backlog grooming, sprint reviews, and retrospectives.
• Ensure the team adheres to Agile principles, removes impediments, and continuously improves delivery efficiency and quality.
• Partner with Product Owners and stakeholders to manage and prioritize the product backlog based on business value and operational needs.
• Track sprint progress, velocity, and delivery metrics, ensuring transparency and predictable delivery.
Project Management and Managed Services Delivery
• Lead end-to-end delivery of custom application managed services, including development/ enhancements, and production support.
• Balance development work with operational support priorities, ensuring optimal team utilization and service continuity.
• Own project planning, scheduling, tracking, risk management, and delivery governance.
• Coordinate across development, support, infrastructure, QA, and business teams to ensure seamless delivery and operations.
Stakeholder and Client Engagement
• Act as the primary point of contact for client stakeholders for both project delivery and managed services operations.
• Conduct regular client governance meetings, including sprint reviews, service review meetings, and steering committee updates.
• Provide regular status reporting covering delivery progress, service metrics, incidents, risks, issues, and mitigation plans.
• Ensure alignment between business priorities, service requests, and development roadmap.
Service Operations and Continuous Improvement
• Ensure effective management of service incidents, requests, defects, and enhancements through tools such as Azure DevOps.
• Monitor SLA compliance, service performance metrics, and team productivity.
• Implement continuous improvement initiatives to enhance service quality, team efficiency, and customer satisfaction.
• Drive root cause analysis and preventive measures for recurring incidents and service issues.
• Support release planning, deployment coordination, and post-release stabilization activities.
Resource Management
• Plan and manage team capacity across development, enhancements, and support activities.
• Ensure effective workload prioritization and allocation aligned with client and business priorities.
• Identify and proactively mitigate delivery risks, resource constraints, and operational challenges.
• Ensure adherence to defined SDLC, Agile processes, and organizational governance standards.
Role Expectations Summary
This role combines responsibilities across three critical areas:
• Scrum Master – driving Agile delivery and team effectiveness
• Project Manager – ensuring structured delivery and stakeholder alignment
• Service Delivery Manager – managing incidents, service requests, prioritization, and operational continuity
Required Qualifications
• Bachelor’s degree in computer science, Information Technology, or a related field.
• 10–15 years of experience in project management and Agile delivery, preferably in custom application managed services environments.
• Strong experience as both Scrum Master and Project Manager in application development and support engagements.
• Proven experience managing application managed services, including handling incidents, service requests, and enhancements.
• Strong understanding of Agile methodologies, Scrum framework, and SDLC processes.
• Experience managing concurrent development and production support activities.
• Experience working with client stakeholders in a managed services delivery model.
• Proficiency with Agile and project management tools such as Jira, Azure DevOps, Confluence, and Microsoft Project.
• Strong leadership, problem-solving, organizational, and stakeholder management skills.
• Excellent communication and presentation skills.
Role Expectations Summary
This role combines responsibilities across three critical areas:
• Scrum Master – driving Agile delivery and team effectiveness
• Project Manager – ensuring structured delivery and stakeholder alignment
• Service Delivery Manager – managing incidents, service requests, prioritization, and operational continuity