IT Agile Transformation Lead

Zendesk

  • Ciudad de México
  • Permanente
  • Tiempo completo
  • Hace 3 días
Job DescriptionZendesk is a global SaaS company and our products help businesses have meaningful and engaging interactions with customers. We are seeking a highly experienced and passionate IT Agile Transformation Leader to join our Office of the CIO team.This is a strategic leadership role within the Strategy & Operations team, responsible for driving the strategy & adoption of Agile across the organization — not just as a delivery method, but as a mindset and cultural shift. You’ll collaborate with senior executives, delivery teams, and cross-functional partners to embed Agile principles into how we think, plan, and deliver. This role will help shape our future-state operating model and delivery strategy, ensuring teams are empowered, aligned, and continuously improving.ResponsibilitiesChampion the adoption of Agile practices across the organization, partnering with delivery teams, the PMO, and leadership.Engage directly with senior executives and functional leaders to align Agile transformation goals with organizational strategy, helping to influence mindset, priorities, and long-term planning.Partner with IT and business strategy leaders to shape the future-state delivery model and ensure alignment between Agile ways of working and broader enterprise goals.Lead the cultural evolution toward Agile values, championing empowerment, accountability, and adaptability across teams and leadership levels.Provide hands-on coaching to Scrum Masters, Product Owners/Managers, BSA’s and delivery teams to deepen their understanding of Agile methodologies and foster continuous improvement.Implement and guide teams in scaling Agile practices, ensuring alignment on Agile frameworks, goals, and a clear target state for the transformation. Collaborate to establish a maturity roadmap that drives continual improvement across the organization.Leverage expert knowledge of Agile adoption techniques to transition teams from a traditional delivery model to one based on flexibility, collaboration, and innovation. Tailor approaches to fit dynamic, cross-functional environments.Drive enterprise alignment by bridging traditional project management approaches and Agile delivery through a cohesive team framework.Design and deliver tailored training sessions and workshopsLead measurement and improvement efforts by establishing KPIs and metrics to track progress, identify opportunities for growth, and remove impediments to Agile adoption—ensuring teams are aligned on measurable outcomes and the target maturity roadmap.Optimize use of the Atlassian suite to align with Agile practices and enhance team performance.Lead ongoing stakeholder engagement efforts to reinforce alignment, transparency, and shared ownership of the Agile transformation.Conduct readiness assessments and monitor progress against change adoption KPIs.What You Bring to the Role8+ years of experience leading Agile transformations, with a strong background in Agile coaching, delivery leadership, and organizational change.Proven success transitioning organizations from waterfall or hybrid models to Agile ways of working, including SDLC integration and mindset shift.Deep knowledge of Agile frameworks (Scrum, Kanban, SAFe or equivalent), and experience scaling Agile practices across large, distributed teams.Strong hands-on experience with Agile delivery tools, especially Jira, and expertise in using data/metrics to drive transparency and continuous improvement.Exceptional communication, coaching, and facilitation skills, with a proven ability to influence and align diverse stakeholders — including executives.Comfortable working in dynamic, evolving environments with cross-functional partners in IT, product, and operations.Preferred QualificationsExperience working in or alongside Strategy & Operations and Product to drive Agile transformation across multiple functions.Demonstrated thought leadership in Agile communities (e.g., internal forums, conferences, publications, communities of practice).Agile certifications (e.g., SAFe Program Consultant, ICAgile Certified Professional, or similar) are a plus but not required.Join Us!
You'll be a key architect of how Zendesk evolves its delivery model to meet the needs of a fast-moving, customer-first SaaS business–This is a unique opportunity to lead a significant transformation and make a lasting impact on how we deliver value. If you are passionate about Agile and enjoy leading complex change in dynamic environments, we’d love to hear from you.Interested in knowing what we do in the community? Check out the to learn more about how we engage with, and provide support to, our local communities.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.The intelligent heart of customer experienceZendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please .Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to with your specific accommodation request.

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