Job Description
As a Scrum Master, you will play a critical role in enabling high-performing teams by fostering an innovative, Agile environment and supporting the consistent application of Zendesk's hybrid Agile-SDLC delivery framework. This role partners closely with product managers, engineering leads, and delivery leadership to guide teams through end-to-end delivery, from planning through release, using Agile values and metrics-driven practices.
You will help teams build focus, collaboration, and discipline, while also encouraging continuous improvement and alignment with delivery standards across the CIO organization.
Who we're looking for
Reporting to the Sr. Manager of Process Optimization within the CIO Strategy & Operations organization, the Scrum Master will support Agile delivery across one or more teams aligned to Zendesk's enterprise business systems portfolio. This role fosters a collaborative and focused team environment, facilitates Agile practices, and helps teams adopt Zendesk's hybrid Agile-SDLC delivery model. The Scrum Master guides teams in using delivery metrics to improve execution and drive meaningful outcomes each sprint and quarter. The ideal candidate is a servant leader with strong facilitation skills, a passion for continuous improvement, and experience enabling high-performing teams in complex, cross-functional environments.
Responsibilities
- Serve as Scrum Master for one or more teams, facilitating Agile ceremonies (sprint planning, standups, retrospectives, demos) and ensuring cadence consistency.
- Guide teams in applying Zendesk's hybrid Agile-SDLC delivery methodology, ensuring alignment from intake through release.
- Support quarterly and sprint planning efforts, contributing to backlog refinement and release tracking.
- Help teams track and interpret delivery metrics (e.g., velocity, cycle time, throughput, burndown) to guide decision-making and improve delivery predictability.
- Identify and remove blockers, impediments, and cross-team dependencies that may impact delivery.
- Partner with product managers and team leads to align delivery scope, timelines, and resource capacity.
- Foster a psychologically safe and collaborative environment encouraging open communication, feedback, and continuous improvement.
- Support Agile maturity by coaching team members on Agile values, ceremonies, and best practices.
- Facilitate collaboration with other Scrum Masters and Agile Delivery Managers when teams work on shared goals or products.
Required Skills
- BA/BS degree or equivalent experience.
- Certified Scrum Master (CSM) or equivalent Agile certification.
- 6+ years of Scrum Master or Agile project delivery experience, preferably in IT and SaaS applications.
- Strong knowledge of Agile principles and practices, including Scrum and Kanban.
- Experience with SDLC and hybrid delivery models.
- Proficiency with Jira, Confluence, and delivery reporting tools.
- Excellent facilitation, communication, and problem-solving skills.
- Experience in Information Technology environments.
- Strong organizational skills and attention to detail.
- Fluency in English.
Preferred Qualifications
- Additional Agile certifications such as SAFe Agilist, PMI-ACP, ICAgile Certified Professional.
- Experience with Enterprise Business Applications (ERP, CPQ, CRM).
- Background in software development or technical delivery teams.
- Experience with distributed or global teams.
- Exposure to quarterly planning or scaled Agile environments (SAFe, LeSS).
- Growth mindset and passion for deepening Agile expertise.
- Commitment to team empowerment, collaboration, and transparency.
Location requirement: Must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Work setting: Hybrid work model with local office attendance part of the week, schedule determined by hiring manager.
