Scrum Master

**Scrum Master / Iteration Manager**
- Temporary opportunity Up to 24 months, with possibility of extension or Ongoing, Clerk Grade : 11/12
- The package includes a base salary range of $131,094 to $151,609 plus employer's contribution to superannuation and annual leave loading.
- The Department of Customer Service offers flexible working arrangements and work / life balance including flexible locations, flexible start and finish times and flex days off

**Who we are**

The Department of Customer Service (DCS) is a service provider and regulator, focusing on delivering first-class customer service, digital transformation and regulatory reform to create better outcomes for the people of NSW.
DCS has proudly introduced many innovations in service delivery and is continuing to adopt contemporary tools, techniques and systems to improve customer outcomes and operational efficiency. DCS is currently undertaking an ambitious digital transformation of government services, underpinned by the Digital Government Strategy.
We support flexible working practices with staff able to work most of the time remotely during this time (hybrid working).

**About the Project**

The Complaints, Compliance & Enforcement (CCE) Program is key to DCS' vision to give the people of NSW a great customer experience when they interact with NSW government regulators and forms part of the overall e.Regulation strategy to create the world's easiest and secure digital regulatory experiences.
Through this work you will make a personal contribution to ensuring that consumers and workers in NSW are better protected and that markets operate fairly.
You will do this by helping to build digitally enhanced compliance and enforcement solutions, integrating tools that are easy and secure for modern proactive, risk-based regulatory practices that improve outcomes for consumers, businesses and workers.

These include:

- Enhanced functionality in the Service NSW 'My Business Profile' to give businesses a consolidated view of their regulatory obligations, reducing effort for businesses to comply with their regulatory obligations
- A new case management system for regulators to manage complaints, compliance inspections and programs, and investigations & enforcement more effectively and efficiently.
- Ground-breaking data-dashboards which give regulators an intelligent joined-up view of regulated businesses and industries drawing on data from across state and federal government

You'll thrive in our dynamic environment if you enjoy the idea of transforming business processes and delivering enhanced digital capabilities. It's an exciting time to join as we're quickly scaling across three streams of delivery, where you will help shape what the digital regulatory solutions options look like for whole of government in the future.

**About the Role**:
We are looking for an Scrum Master( Iteration Manager) to work with 1-2 product teams to The change the way digital solutions are delivered to the citizens of NSW.
You are an enthusiastic and energetic servant leader who is able to motivate, empower and coach teams to build a high-performance culture that delivers great outcomes for the CCE Program and its customers.
You will be responsible for guiding and mentoring cross-functional agile teams by facilitating ceremonies, running workshops, and supporting the team to deliver efficiently and at a sustainable pace, whilst always maintaining a view of customer-centric outcomes.
You have Iteration Manager or Scrum Master experience within large delivery programs with multiple teams.

**Key accountabilities**:

- Act as a servant-leader in 1-2 product teams, guiding and coaching teams in the adoption of an agile mind-set and best practices while maintaining a strong delivery focus.
- Provide ongoing training and support to product teams and stakeholders to embed Agile practices into the delivery of product and process.
- Facilitation of agile meetings, ensuring that the team understands and achieves its purpose.
- Ensuring that teams within your remit have a clear overall delivery plan and they deliver their commitments in line with the Program's overall goals.
- Leverage metrics to identify continuous improvement opportunities and support decision making and planning, such as velocity, lead times, burn up and burn down charts, cycle times, quality reporting (e.g. bugs and defects).
- Lead teams to identify and implement process improvements to improve both immediate and long-term productivity using Agile practices and tools to support optimal service delivery.
- Assist the Teams to identify, raise & remove blockers/impediments to enable the smooth flow of work at sustainable pace.
- Ensure dependencies across teams are managed so that the team's work is not blocked, and the team is aligned to the Program goals.
- Assist with planning and communication of releases as, as required, supporting the team through the deployment process.

Salary Grade 11/12