Senior Project Manager & Scrum Master, Endpoint and M365

Role Summary

Key Responsibilities

Agile Delivery & Scrum Leadership

• Coordinate delivery across endpoint and platform teams.
• Manage dependencies with infrastructure, security, and service management teams.
• Facilitate planning, daily standups, reviews, and retrospectives.
• Drive impediment resolution and maintain visibility of planned versus interrupt-driven work.

Kanban & Flow Management

• Own and maintain the Kanban board.
• Manage work-in-progress limits and handle breaches.
• Publish and analyze flow metrics including cycle time, throughput, aging work items, and WIP compliance.
• Run continuous improvement cycles based on flow data.

Operations & User Support

• Manage request intake, triage, prioritization, and expedite handling.
• Provide second-line assistance for endpoint and Microsoft 365 users, escalating when required.
• Maintain runbooks, operational documentation, and escalation procedures.
• Produce reporting through Jira and Jira Service Management.

Change & Release Coordination

• Coordinate endpoint and platform changes through established change-management processes.
• Support patch cycles, device refresh programs, release readiness, stakeholder communications, and approval tracking.

Governance & Stakeholder Management

• Maintain RAID logs, including risks, assumptions, issues, dependencies, and decisions.
• Contribute to status reporting, transition governance, and monthly service reviews.
• Manage stakeholder expectations and raise issues proactively.

Transition Responsibilities

• Participate in knowledge transfer, reverse-shadowing, and supervised execution during the initial transition period.
• Develop transition artifacts including runbooks, escalation maps, dependency maps, and knowledge gap logs.
• Establish operational baselines from historical request data and report variances.
• Serve as backup for an adjacent service area.

Required Experience & Skills

• 8+ years of experience in delivery management, project management, or scrum mastery.
• Minimum 3 years in a client-facing or consulting environment.
• Experience serving as Scrum Master for technical teams, including full ceremony facilitation.
• Hands-on Kanban experience, including WIP limits, cycle time analysis, throughput analysis, and flow-based improvement initiatives.
• Experience managing high-volume request or ticket workflows, including triage, prioritization, service reporting, and user support.
• Working familiarity with endpoint management, device refresh cycles, patching, and Microsoft 365 from a coordination perspective.
• Strong experience with Jira, Jira Service Management, dashboards, reporting, and Confluence.
• Knowledge of ITIL request, incident, and change management practices.
• Ability to balance multiple responsibilities and rapidly switch contexts throughout the day.
• Strong stakeholder management skills and ability to manage high-demand user communities.
• Ability to work onsite in Alameda, California approximately two days per week.

Preferred Experience

• Healthcare, pharmaceutical, life sciences, or other regulated industry experience.
• Managed service transition experience, including knowledge transfer from incumbent providers.
• Experience reducing request volumes through self-service, automation, or process improvements.
• Exposure to device refresh programs or large-scale endpoint deployments.
• Scrum, SAFe, ITIL Foundation, PMP, PMI-ACP, or Kanban certifications (KMP preferred).