IT Project Manager / Scrum Master

fulcrum digital inc; India; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Fulcrum Digital Inc is looking for a highly experienced Technical Project Manager situated in India to handle end-to-end management of client Support Projects. This role involves overseeing global delivery teams, maintaining operational excellence, and driving continuous improvement across functions.

The ideal candidate will possess strong Agile methodologies knowledge and extensive experience in ITIL processes, ensuring seamless operations and client satisfaction in the P&C Insurance domain.

Qualifications

• 10+ years of overall IT experience, with 5+ years managing Development and Managed Service Delivery engagements.
• Strong knowledge of ITIL processes, including Incident, Problem, Change, and Release management.
• Hands-on experience with ticketing tools such as Jira, ServiceNow.

Responsibilities

• Act as a servant leader and coach for Agile teams.
• Facilitate Scrum ceremonies including Sprint Planning and Daily Stand-ups.
• Manage day-to-day support operations aligned to ITIL processes.

Skills

Agile methodologies

ITIL processes

Project management

Jira

ServiceNow

P&C Insurance knowledge

AWS

Azure

Education

Certified Scrum Master (CSM) or equivalent

Tools

Jira

ServiceNow

Power BI

Job description

As a highly experienced Technical Project Manager with deep expertise in Agile delivery, IT Service Management (ITIL), and P&C Insurance systems, your role will involve end‑to‑end management, delivery, and governance of the client’s Support Projects and execution of Development initiatives. You will oversee global delivery teams, ensuring seamless operations, maintaining governance rigor, and driving continuous improvement across support and project functions.

Key Responsibilities

• Act as a servant leader and coach for one or more Agile teams.
• Facilitate core Scrum ceremonies including Sprint Planning, Daily Stand‑ups, Sprint Reviews, and Retrospectives.
• Guide teams on Agile principles, best practices, and continuous improvement.
• Maintain a healthy and prioritized product backlog in collaboration with Product Owners.
• Ensure alignment of business objectives with technical deliverables across projects.
• Manage day‑to‑day support operations aligned to ITIL processes for Incident, Problem, Change, and Release Management, including overseeing SLA compliance, queue health, ticket quality, and process adherence.
• Lead or support periodic governance forums and prepare dashboards, SLA/KPI reports, service performance summaries, risks/issues, and continuous improvement updates.
• Serve as the primary communication bridge between offshore delivery teams, onshore client stakeholders, and internal leadership.
• Lead and manage offshore teams comprising Developers, Team Leads, DBAs, and Support Monitoring specialists; conduct performance reviews, monitor skills development, ensure training completion, manage succession planning, resource forecasting, and workforce stability.

Qualifications Required

• 1014 years of overall IT experience, with 5+ years managing Development and Managed Service Delivery engagements.
• Strong knowledge of ITIL processes, including Incident, Problem, Change, and Release management.
• Hands‑on experience with ticketing tools such as Jira, ServiceNow (preferably with ServiceNow ITSM exposure).
• Working knowledge of cloud and monitoring platforms such as AWS, Azure, Power BI, AppDynamics, CloudWatch, or equivalent.
• Experience delivering in the P&C Insurance domain (underwriting, claims, policy admin systems).
• Certified Scrum Master (CSM), SAFe Scrum Master (SSM), or equivalent Agile certification.
• Experience with SAFe or other Agile scaling frameworks.
• Knowledge of regulatory and compliance standards within the insurance industry.

In addition, you will manage day‑to‑day support operations aligned to ITIL processes for Incident, Problem, Change, and Release Management, overseeing SLA compliance, queue health, ticket quality, and process adherence. You will also lead or support periodic governance forums and prepare dashboards, SLA/KPI reports, service performance summaries, risks/issues, and continuous improvement updates. Furthermore, you will serve as the primary communication bridge between offshore delivery teams, onshore client stakeholders, and internal leadership, building strong relationships with business, IT, and vendor teams to ensure smooth coordination and delivery.