Key Responsibilities
Agile Cadence & Ceremonies
• Establish and facilitate the squad's agile operating rhythm: sprint planning, daily stand-up, sprint review, and retrospective, on a consistent two-week sprint cadence within the PI structure.
• Define and maintain team working agreements, and enforce them consistently across the squad.
• Propose and confirm the cadence and working agreements with the squad and stakeholders, keeping ceremonies focused and time-boxed.
Impediment & Risk Management
• Actively identify, track, and remove impediments that block squad delivery against sprint and PI commitments.
• Maintain the squad's impediment and risk log, driving resolution at squad level. • Escalate blockers beyond the squad's control to the Tribe governance, with clear ownership and follow-up.
Cross-Team Coordination & Dependency Management
• Coordinate shared-platform dependencies, (Interactions Management), other CRM squads, and Release Management.
• Surface and track cross-team commitments early, in alignment with the Marketplace and PI planning. • Facilitate alignment across Business, Operations, IT, and Data.
Delivery Tracking & Team Health
• Track velocity and progress against sprint and PI commitments.
• Monitor team health and continuously improve the squad's ways of working through retrospectives.
• Produce periodic delivery status: sprint reports, velocity and burn-down tracking, and PI status into the Tribe governance cadence
Your Profile
The Scrum Master should bring strong, hands-on experience facilitating delivery squads in complex, cross-functional environments where business, operations, IT, and data intersect, ideally on shared platforms with multiple teams and competing priorities. The role requires someone who can hold a consistent agile cadence under delivery pressure, remove impediments pragmatically, and give the Product Owner and stakeholders a clear, honest read on delivery and risk.
Preferred experience & skillset includes:
• 5-8 years of relevant experience in agile delivery, with proven experience in a dedicated Scrum Master role facilitating delivery squads.
• Strong command of Scrum and scaled agile ways of working (e.g. SAFe), including PI planning, sprint events, and backlog readiness practices.
• Demonstrated ability to run effective ceremonies and establish working agreements that a squad actually uses.
• Proven track record of identifying, tracking, and removing impediments, and escalating blockers effectively across teams and governance layers.
• Experience coordinating cross-team dependencies on shared components, sequencing work to keep delivery unblocked.
• Experience supporting a Product Owner on backlog refinement, story readiness, and capacity planning
• Ability to track and communicate delivery metrics (velocity, burn-down, PI progress) and translate them into clear status for governance forums.
• Experience delivering on enterprise platforms such as Microsoft Dynamics 365, or comparable CRM / case-management environments, is a strong advantage.
• Familiarity with tooling that supports agile delivery and reporting (e.g. Jira, Confluence).
• Strong facilitation, communication, and stakeholder-management skills, with the ability to keep a team focused and to surface risk early and constructively.
• A relevant certification (e.g. SAFe, SCRUM) is a plus.
• Familiarity with contact-centre / customer care operations or logistics / parcel environments is an advantage.
