Job Description
About Zendesk & The Role
At Zendesk, we build software designed to improve customer relationships, helping businesses create meaningful, engaging, and seamless interactions. To support this mission internally, our Office of the CIO team is looking for an IT Operations & Delivery Excellence Lead to drive operational efficiency and delivery velocity across our IT organization.

Embedded within the Strategy & Operations team, this is a strategic leadership role focused on driving the adoption of modern Agile mindsets and practices. In this role, you will partner with senior executives, engineering leaders, and cross-functional teams to champion our "How We Work" (HWW) framework, scale delivery practices, and integrate modern AI capabilities into our daily workflows. If you are an experienced change agent who excels at driving framework adoption, optimizing modern tooling, and fostering team empowerment, we want to hear from you.

Key Responsibilities
- Cross-Functional Alignment & Strategy: Drive the overarching strategy for cross-functional delivery alignment,



bridging traditional project management approaches and Agile delivery through a cohesive enterprise framework.
- AI Integration & Delivery Evolution: Drive the integration of AI into our agile delivery practices, leveraging Atlassian Rovo and internal enterprise AI tools to automate routine workflows, optimize knowledge discovery, and accelerate cycle time to value.
- Framework Maturity: Implement and guide teams in scaling Agile frameworks, with a specific focus on establishing and maturing a robust Kanban framework alongside existing Scrum and SAFe practices.
- HWW Framework & Knowledge Management: Support the adoption of our operating model framework by measuring Agile adoption and expanding the reach of "how we work" (HWW) more broadly across the organization; own and maintain the master Confluence site as the single source of truth.
- Training Ownership: Own, maintain, and evolve the end-to-

📌 IT Operations (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México