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AI Summary
The Scrum Master will lead the ITSM delivery pod by facilitating all Agile ceremonies and managing sprint cadence across global time zones. They are responsible for tracking team velocity, resolving blockers, and providing performance reporting to stakeholders.
JOB SUMMARY
We are seeking an experienced Scrum Master to join the ITSM delivery pod as a critical operational lead. The Scrum Master is integral to the success of the engagement — responsible for ensuring the team operates with clarity, velocity, and continuous improvement. You will manage sprint ceremonies, track and resolve blockers, and produce performance reporting that measures throughput and demonstrates value delivery to stakeholders.
KEY RESPONSIBILITIES
- Facilitate all Agile sprint ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
- Track and manage team velocity, sprint metrics, and story point throughput; produce clear performance reports for internal and client stakeholders.
- Identify, escalate, and actively manage blockers and impediments that impact the team's ability to deliver.
- Coordinate sprint cadence across time zones (India, US, UK) in alignment with client's schedule.
- Oversee Jira board management, ensuring stories are correctly maintained, updated, and visible to all stakeholders.
- Champion Agile best practices and a culture of continuous improvement within the pod.
- Contribute to the establishment and maintenance of the Team Working Agreement — including roles, responsibilities, handoffs, change control, and the definition of done.
- Support onboarding of new team members, ensuring awareness of the Team Working Agreement and client-specific training requirements.
- Serve as a communication bridge between the delivery team and project management.
- Produce and maintain regular delivery status updates and sprint reports for the client.
JOB QUALIFICATIONS
- Experience in Agile delivery roles, with at least 5 years as a Scrum Master on enterprise technology projects.
- Proven experience managing sprint ceremonies and tracking Agile metrics (velocity, burndown, throughput) in complex, multi-stakeholder engagements.
- Proficiency with Jira for sprint and backlog management.
- Strong facilitation, communication, and conflict-resolution skills.
- Experience working across geographically distributed teams spanning multiple time zones.
- Ability to produce clear, concise stakeholder reporting that demonstrates delivery performance.
PREFERRED QUALIFICATIONS
- Prior experience on ServiceNow or similar platform delivery engagements.
- Exposure to large enterprise clients in regulated industries (healthcare, medical devices, or similar).
- Familiarity with ServiceNow as a complementary project management or ITSM tool.
CERTIFICATIONS
- Certified ScrumMaster (CSM) or Professional Scrum Master (PSM)
- SAFe Scrum Master (SSM)
- ServiceNow Certified System Administrator (CSA)
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