Senior Project Manager and Scrum Master, Endpoint and M365

QualityAI is establishing a managed service for a life sciences client and is recruiting a delivery lead for its Endpoint Technology and Microsoft 365 service area.

This senior role combines agile delivery management, scrum mastery, Kanban facilitation, product operations, and change coordination. The work balances planned delivery with a continuous stream of endpoint and Microsoft 365 requests, with priorities shifting around patch cycles, refresh programs, and platform changes. Success depends on managing flow, protecting planned work, and coordinating delivery rather than performing technical administration or engineering activities.

• Coordinate delivery across endpoint and platform teams.
• Manage dependencies with infrastructure, security, and service management teams.
• Facilitate planning, daily standups, reviews, and retrospectives.
• Drive impediment resolution and maintain visibility of planned versus interrupt-driven work.

• Own and maintain the Kanban board.
• Manage work-in-progress limits and handle breaches.
• Publish and analyze flow metrics including cycle time, throughput, aging work items, and WIP compliance.
• Run continuous improvement cycles based on flow data.

• Manage request intake, triage, prioritization, and expedite handling.
• Provide second-line assistance for endpoint and Microsoft 365 users, escalating when required.
• Maintain runbooks, operational documentation, and escalation procedures.
• Produce reporting through Jira and Jira Service Management.

• Coordinate endpoint and platform changes through established change-management processes.
• Support patch cycles, device refresh programs, release readiness, stakeholder communications, and approval tracking.

• Maintain RAID logs, including risks, assumptions, issues, dependencies, and decisions.
• Contribute to status reporting, transition governance, and monthly service reviews.
• Manage stakeholder expectations and raise issues proactively.

• Participate in knowledge transfer, reverse-shadowing, and supervised execution during the initial transition period.
• Develop transition artifacts including runbooks, escalation maps, dependency maps, and knowledge gap logs.
• Establish operational baselines from historical request data and report variances.
• Serve as backup for an adjacent service area.

• 8+ years of experience in delivery management, project management, or scrum mastery.
• Minimum 3 years in a client-facing or consulting environment.
• Experience serving as Scrum Master for technical teams, including full ceremony facilitation.
• Hands-on Kanban experience, including WIP limits, cycle time analysis, throughput analysis, and flow-based improvement initiatives.
• Experience managing high-volume request or ticket workflows, including triage, prioritization, service reporting, and user support.
• Working familiarity with endpoint management, device refresh cycles, patching, and Microsoft 365 from a coordination perspective.
• Strong experience with Jira, Jira Service Management, dashboards, reporting, and Confluence.
• Knowledge of ITIL request, incident, and change management practices.
• Ability to balance multiple responsibilities and rapidly switch contexts throughout the day.
• Strong stakeholder management skills and ability to manage high-demand user communities.
• Ability to work onsite in Alameda, California approximately two days per week.

• Healthcare, pharmaceutical, life sciences, or other regulated industry experience.
• Managed service transition experience, including knowledge transfer from incumbent providers.
• Experience reducing request volumes through self-service, automation, or process improvements.
• Exposure to device refresh programs or large-scale endpoint deployments.
• Scrum, SAFe, ITIL Foundation, PMP, PMI-ACP, or Kanban certifications (KMP preferred).