Senior Service Delivery Manager II - Jira & Automation

Senior Service Delivery Manager II - Jira & Automation

Portland, OR

Survey Monkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—Survey Monkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth.

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What we’re looking for

We are seeking a Senior Service Delivery Manager to drive and evolve our Jira ecosystem in service of product strategy, delivery, and decision-making. This role sits at the intersection of Product, Engineering, and Operations, ensuring that Jira supports scalable product development, clear prioritization, and high-quality execution.

You will act as a product operations owner for Jira, driving standards, automation, and insights across product teams while exploring next-generation capabilities such as AI-enabled workflows via Jira’s MCP server and Atlassian Rovo. This is a senior role, requiring strong systems thinking, product fluency, and technical depth in Jira.

What you’ll be working on

• Manage Jira (Cloud) as a product operations platform, including governance, architecture, and long-term roadmap
• Administer Jira (Cloud), including projects, workflows, issue types, custom fields, permissions, and schemes
• Establish and maintain governance standards and best practices across teams
• Partner with stakeholders to translate operational and product needs into Jira solutions
• Support teams using Agile, Scrum, Kanban, and hybrid project management methodologies
• Configure Jira to support project planning, execution, and delivery across multiple methodologies
• Enable product discovery and prioritization workflows using Jira Product Discovery, including ideas, insights, scoring, and road mapping support
• Drive enablement and evolution of Jira Product Discovery, including idea intake, insights, scoring models, and prioritization frameworks
• Ensure seamless connection between discovery work and delivery execution in Jira Software
• Partner with Product Managers to improve clarity, transparency, and decision quality
• Identify opportunities to reduce manual work and improve data consistency across Jira projects
• Design and oversee advanced Jira Automation to reduce manual work and improve signal quality
• Develop sophisticated JQL-based dashboards and reports to support product planning, capacity management, and leadership visibility
• Ensure product data is reliable, actionable, and aligned with business goals
• Explore and implement AI-enabled solutions using Jira’s MCP server, including integrations with LLM-based tools
• Pilot innovative use cases leveraging Atlassian Rovo to improve knowledge discovery and productivity
• Partner with internal teams to responsibly adopt AI-driven Jira capabilities
• Act as a trusted Jira and project tooling expert for Operations, Product, and cross-functional teams
• Create documentation, standards, and lightweight training to support Jira adoption at scale
• Support change management for new Jira features, workflows, and automations

We’d love to hear from people with

• 8+ years of experience in Product Operations, Product Management, or Business Systems, with deep Jira ownership
• Advanced Jira Cloud administration experience across multiple product teams
• Expert-level JQL skills and strong experience with Jira Automation
• Strong working knowledge of Jira Product Discovery and modern product discovery practices
• Deep understanding of Agile, Scrum, Kanban, and hybrid product development methodologies
• Strategic & Technical Skills
• Proven ability to translate product strategy into scalable systems and workflows
• Strong analytical and systems-thinking mindset
• Comfort influencing senior stakeholders without direct authority
• Experience working with Jira integrations, APIs, or advanced platform configurations
• Experi…