Job Type: Contract
Work Mode: Hybrid (3 Days from office)
The Technical Scrum Master & Service Manager is a combined role responsible for both agile team effectiveness and operational service management. The role supports teams in delivering maintenance and development work while ensuring stable, reliable, and high-quality service availability. The balance between Scrum Master and Service Manager responsibilities varies depending on business and operational needs and can shift over time.
Scrum Master
Coordinate and follow up on daily development and maintenance activities in the team according to set priorities.
Remove impediments and manage dependencies to enable efficient delivery.
Support the team with technical/functional context.
Facilitate Scrum ceremonies and promote Agile and SAFe ways of working.
Support team self-organization, collaboration, and continuous improvement.
Provide technical and functional understanding to facilitate planning, communication, and decision-making.
Represent the team in relevant forums
Service Manager
Coordinate and follow up on needed service maintenance and operational activities and bring them for common prioritisation for the team
Lead incident management work when necessary
Ensure service availability, stability, quality, and compliance with SLAs and OLAs and other service’s KPIs
Drive service improvements and operational excellence initiatives.
Maintain service documentation, reporting, and operational readiness.
Collaborate with stakeholders, service owners, testing teams, and other IT functions to ensure effective service delivery and successful changes.
Ensure compliance to banks processes in incidents and changes management
Qualifications
Previous experience of the banking/finance/insurance area.
Good technical understanding of IT systems, applications, and operational processes.
Strong knowledge of Agile, Scrum, and SAFe frameworks.
Experience with incident, change, and service management.
Strong communication, coordination, and stakeholder management skills.
Experience from work within one or more of these areas is beneficial:
· Payment processing systems, technical platforms or other enabling products
· File based payments, clearing, settlement, booking functionality or similar
· ISO 20022 transformation and bank/plusgiro payments
· SEPA and international payments
· Instant payments or RTGS payments
Success Factors
High-performing and well-coordinated teams.
Stable and reliable production services.
Effective incident handling and service quality management.
Continuous improvement of team performance and operational processes.