Product Operations Delivery Specialist

About the role

The Product Operations Delivery Specialist will own and drive the training, implementation, and adoption of Agile practices across software design and development teams building digital products while supporting operational excellence through delivery governance, metrics management, and ServiceNow Strategic Portfolio Management (SPM) processes.

Responsibilities

• Translate and execute DPOM principles into actionable delivery frameworks tailored to product context; define lightweight, auditable controls that improve outcomes without adding friction.
• Establish and maintain the operating “playbook” (rituals, roles, artifacts, checklists, and decision cadences) that teams use during discovery, build, validate/pilot, launch, and scale.
• Partner with PMO, Governance, and Product teams to align product planning, sequencing, and delivery with investment guardrails, stage gates and portfolio rhythms, while administering ServiceNow processes including project setup, resource and cost planning, project baselines, risk and issue management, schedule maintenance, and status reporting to ensure effective governance, transparency, and execution.
• Design and deliver role-based training for Product Managers/Owners, Scrum Masters, Tech Leads, Designers, QE, SRE and stakeholders; build onboarding paths and curriculum for new teams.
• Provide hands-on team coaching and execution (stand-ups, backlog refinement, sprint/PI planning, reviews/demos, retros, flow-of-work management), and one-on-one mentoring to uplift skill and mindset.
• Launch and facilitate a Community of Practice to institutionalize learning, share templates, and evolve standards.
• Lead Agile readiness and “go-live” checklists across discovery, prototyping/planning, design/development, validation/pilot, and launch/scale; ensure required DPOM artifacts (e.g., PR/FAQ, JTBD, user research, business case, roadmap, SDLC/tooling, QA/InfoSec, WCAG) are produced with clear exit criteria.
• Integrate AI-enabled accelerators where practical (e.g., backlog generation, code assistance, test creation, documentation, analytics) as a core capability—consistent with DPOM’s guidance that AI is a strategic accelerator across the model.
• Partner with Architecture/Platform and DevOps to align team workflows with CI/CD, environments, observability, and SLO management.
• Define and operationalize product and delivery metrics: value (OKRs, product KPIs), flow (lead time, cycle time, throughput, WIP/flow efficiency), predictability (commitment reliability), and quality/reliability (defect escape rate, CFR/MTTR, SLO attainment, change fail rate).
• Establish transparent dashboards; run inspect-and-adapt cadences with team and leadership; drive targeted experiments (Kaizen) to remove bottlenecks and improve capacity focus.
• Create simple narratives and visuals that connect product outcomes to enterprise strategy; coach stakeholders on agile funding, capacity planning, and evidence-based governance.
• Orchestrate communication plans and stakeholder workshops to build buy-in and sustain adoption across business and technology.

Requirements

• 10+ years in Agile delivery roles (Scrum Master/Agile Coach/Process Lead) supporting software product teams; proven success implementing Agile at team-of-teams or portfolio scale.
• Bachelor’s in Computer Science/Engineering or equivalent experience.
• Deep fluency in Scrum, Kanban, Lean product discovery, and flow metrics; able to tailor practices to context (no “one size fits all”).
• Demonstrated experience leading adoption programs: curriculum design, workshops, team coaching, and leader enablement.
• Certifications: CSM/PSM, A-CSM/PSM II or higher; Kanban (KMP), SAFe/SPC or equivalent; ICP-ACC/ATF or comparable coaching credentials.

Qualifications

• Exceptional ability to engage and influence senior business stakeholders, translating complex technical concepts into clear business language.
• Skilled in building consensus across diverse teams and driving alignment on strategic priorities.
• Strong data orientation—defining OKRs and delivery metrics and using them to drive decisions and improvement.
• Excellent facilitation, storytelling, and change leadership skills with senior stakeholders across product, engineering, and business located across the globe.
• Background working with cloud-native architectures, APIs, data/ML pipelines, and platform practices to effectively partner with engineering leadership.
• Exposure to AI-assisted software delivery and knowledge management, consistent with DPOM’s AI-as-an-accelerator stance.
• Experience aligning product portfolio governance with stage gates/exit criteria and investment models.