Agile Program Manager

This position is only accepting applicants already located in Costa Rica.

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe.

Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC), a collaborative ecosystem featuring state-of-the-art hardware and software, WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities.

With more than 14,000 team members and over 60 locations globally, WWT's culture, grounded in core values and leadership philosophies, has been recognized by Fortune® and Great Place to Work for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada.

What will you be doing?

We are on a mission to help our Managed Services business unit unleash its full potential, and we are hiring an Agile Program Manager to make that happen. If you are passionate about driving strategic outcomes through disciplined Agile delivery, and you thrive in complex, fast-moving environments where technology, people, and process intersect, this role was built for you.

As an Agile Program Manager for Managed Services, you will own a portfolio of strategic and operational improvement initiatives delivered by our team of ITSM Administrators and Application Developers. These initiatives span advanced technology integrations, AI automations, cloud migration scenarios, and Managed Services infrastructure tooling, all driven through an Agile-first approach. You will also own the internal release management process, governing the end-to-end coordination of cross-platform integrations, software upgrades, and innovative AI solution development across the Managed Services environment. You will be accountable not only for delivery execution, but for the communication, change management, and stakeholder alignment that make every initiative land successfully.

You will play a meaningful role in shaping how knowledge flows through and from our strategic and operational improvement initiatives, ensuring that each initiative produces the structured knowledge assets that support our internal teams and our customers long after go-live.

Responsibilities:

Agile delivery leadership

• Lead end-to-end Agile delivery for Managed Services strategic and operational improvement initiatives, owning scope, velocity, timelines, and stakeholder outcomes across a concurrent portfolio of infrastructure transformation and service innovation work
• Drive adoption and continuous improvement of Agile methods and practices across delivery teams, coaching teams toward higher performance and more predictable results with each sprint cycle
• Facilitate Agile ceremonies including sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives, ensuring each ceremony drives meaningful outcomes rather than routine compliance
• Manage and maintain delivery backlogs in collaboration with technical leads and service owners, ensuring stories are well-defined, prioritized, and ready for sprint execution
• Assist in team development, holding teams accountable for their commitments, removing roadblocks, and leveraging organizational resources to improve capacity for delivery work; mentor and develop team members in Agile principles and practice
• Promote empowerment of the team, ensure that each team member is fully engaged and making a meaningful contribution, and encourage a sustainable pace with high levels of quality across every strategic and operational improvement initiative

Planning, communication, and change management

• Gather requirements from technical leads on each strategic and operational improvement initiative to ensure the proper communication and change management plan is in place for each deployment
• Develop delivery roadmaps, initiative charters, and status reporting artifacts that give stakeholders consistent, honest visibility into the health of each workstream
• Lead stakeholder communications across technical and non-technical audiences, translating delivery complexity into clear language without losing important operational detail
• Coordinate cross-functional dependencies between ITSM Admini