Principal Agile Delivery Manager

Job Posting Organization:
The European Bank for Reconstruction and Development (EBRD) is a pioneering international financial institution established in 199

• The EBRD's mission is to foster the transition towards open market-oriented economies and to promote private and entrepreneurial initiative in the countries where it invests. With a workforce that reflects a diverse range of backgrounds, perspectives, and experiences, the EBRD operates in over 30 countries across Europe, Asia, and the Middle East. The organization is committed to sustainability, equality, and digital transformation, and it prioritizes employee wellbeing by offering a comprehensive suite of competitive benefits. The EBRD values inclusiveness, innovation, trust, and responsibility, which are integral to its culture and success.

Job Overview:
The Principal Agile Delivery Manager will play a crucial role in leading the delivery of strategic User Services initiatives aimed at enhancing the technology experience for employees. This position requires a strong focus on Agile delivery, ServiceNow, IT Service Management, automation, and AI-enabled services. The successful candidate will manage complex programs across multiple squads, partners, and stakeholders, influencing technology strategy and embedding product-led methodologies. The role is pivotal in shaping how technology services are delivered, supporting digital workplace transformation, improving service experiences, and driving operational excellence at scale. The Principal Agile Delivery Manager will also be responsible for fostering high-performing teams and ensuring alignment on priorities, risks, and outcomes across the organization.

Duties and Responsibilities:
The Principal Agile Delivery Manager will lead the delivery of complex User Services programs across various capabilities, including Digital Workplace, End User Technology, Service Operations, and Service Management. Key responsibilities include driving Agile delivery across multiple squads, ensuring successful outcomes aligned with business and technology priorities, and leading ServiceNow and ITSM-related initiatives. The role involves building strong relationships with senior business and technology stakeholders, championing Agile delivery best practices, coaching Product Owners and delivery teams, and balancing Agile delivery with governance and financial management. Additionally, the manager will identify opportunities to leverage automation and AI to enhance efficiency and employee experience.

Required Qualifications:
Candidates must have proven experience leading large-scale Agile delivery within User Services, Service Management, Digital Workplace, or End User Technology environments. A strong understanding of modern service delivery and employee technology experience is essential, along with experience in delivering complex service transformation programs across multiple teams and stakeholders. Expertise in ServiceNow, particularly in ITSM and related capabilities, is required, including knowledge of platform architecture, integrations, and data management. Candidates should also possess extensive experience in Agile delivery leadership, with expert knowledge of Scrum, Kanban, SAFe, and enterprise Agile practices.

Educational Background:
A relevant degree or equivalent experience in Technology, Business, or Delivery Management is required for this position. Advanced Agile certifications such as SPC, A-CSM, RTE, ICAgile, or equivalent are considered a plus. Candidates should have a solid educational foundation that supports their ability to manage complex technology initiatives and lead diverse teams effectively.

Experience:
The position requires extensive experience in leading complex Agile delivery across multiple squads, internal teams, and strategic partners. Candidates should have a proven track record of delivering large-scale technology transformation programs and managing enterprise risks, dependencies, and governance requirements. Experience in coaching Product Owners and Capability Owners is also essential, as is the ability to communicate effectively with senior stakeholders and leadership.

Languages:
Fluency in English is mandatory, as it is the primary language of communication within the organization. Knowledge of additional languages is considered a valuable asset, particularly those relevant to the regions in which the EBRD operates, as it may enhance communication with diverse stakeholders.

Additional Notes:
This is a full-time position with a fixed-term contract lasting three years. The role is based in Sofia, Bulgaria, and offers a unique opportunity to lead high-profile User Services and ServiceNow transformation initiatives. The EBRD promotes a collaborative environment focused on innovation and continuous improvement, and it embraces hybrid and flexible working arrangements, requiring a minimum of three days a week in-person collaboration. The organization encourages applications from all qualified candidates, ensuring an inclusive environment that respects diversity.