Job Description

Agile Coach

Department: IT

Employment Type: Permanent - Full Time

Location: Pune

As an Agile Coach you will be responsible for the line-management and leadership of people and teams within Group IT. The Agile Coach will be responsible for the management of people and processes. Agile coaches will be responsible for the day-to-day management of people and teams, including recruitment, the setting and monitoring of individual & team performance objectives, monitoring performance against these objectives, employee engagement, administering and enforcing HR practices (including any disciplinary actions), helping manage resource capacity and ensuring personal development of the individuals within their team.
The role will require liaising with the technical leads and product managers to obtain feedback, set objectives assist with team performance and work on process improvements. The role of Agile Coach also focuses on oversight of core IT processes and practices, in particular the adoption and implementation by teams of relevant agile practices. While our aim is to have self-managed teams following agile practices, agile coaches will support teams, in particular intervening in under-performing teams to aid improvement and will seek to enable teams in becoming high-performing, self-managed teams.

Key Responsibilities

• Line manages a number of mixed role teams.
• Set and monitor team and performance objectives of team members with input from colleagues and lead roles.
• Coach ServiceNow development teams on Agile/Scrum/Kanban practices, ensuring consistent adoption of ceremonies (Sprint Planning, Daily Stand‑ups, Reviews, Retrospectives).
• Enable teams to apply Agile principles effectively across ServiceNow modules (ITSM, ITOM, SecOps, CSM, Custom Apps).
• Proactively coach and mentor members of the team to achieve best performance, identifying training requirements where appropriate.
• Fostering and promoting a positive employee culture.
• Hold regular monthly personal objectives reviews with individual team members using feedback from Product Owners, Architects, and colleagues.
• Assist in planning, in conjunction with Product owners, for healthy levels of workload for individual team members.
• Support teams with implementing agile practices, including key ceremonies.
• Monitor their team’s performance towards the achievement of their sprint goals.
• Attend and support the teams End of Sprint review meetings.
• Represent the views, concerns, and ideas of managed staff within the wider IT leadership team.
• Work with lead roles to help define and implement standards and patterns.
• Contribute to recruitment activities when required including interview and assessment of candidates. Partner with ServiceNow Product Owners and Technical Leads to ensure a well‑prioritized backlog, clear user stories, and alignment between business priorities and platform capabilities.
• Enable predictable and high‑quality ServiceNow delivery by promoting best practices for sprint execution, dependency management, testing, and release readiness.
• Provide support to all staff within their work stream, including staff on probation.

Skills, Knowledge & Expertise

• Associate degree or equivalent work experience
• Overall, 6 to 8 years working experience in project management/ People lead/ Coach role with stakeholder facing environment.
• Proven experience in working in an Agile environment and promoting an Agile way of working.
• Good understanding of ServiceNow platform capabilities (ITSM, ITOM, integrations) and standard development best practices.
• Proven experience in line management, including recruitment, redundancy, and disciplinary processes, ideally leading a team of highly technical people with minimum 3 years management experience.
• Have familiarity with new technology and business processes used by Davies.
• Good general IT skills and literacy.
• Must be able to deal sympathetically with diverse personalities to maximise the potential of all members of the team.
• Be able to empathise and act in a discreet and confidential manner when dealing with staff issues. Highly focused customer service approach with excellent interpersonal skills.
• Ability to work under pressure and manage conflicting priorities to tight deadlines.
• Strong attention to detail, with excellent communication skills, both written and verbal.
• Proactive and self-motivated approach to problem solving.