European Bank for Reconstruction and Development (EBRD)

EBRD London

Requisition ID


Office Country

United Kingdom

Office City



Information Technology

Contract Type

Fixed Term

Contract Length

3 years

Posting End Date


Purpose of Job

The M365 Scrum Master and Service Manager position is responsible for the coordination of the 365 Scrum and acts as the Service Owner ensuring that the user experience & business impact of the Evergreen 365 suite is assessed, optimised, consulted and communicated to IT, Security, Risk and EBRD business.

The role requires the post holder to co-ordinate teams across EBRD staff and partners to enable and optimise business value.

Accountabilities & Responsibilities

The Associate, as Scrum Master will:

  • Acts as the Scrum Master of the M365 Squad, maintains Planner Tasks, organises meetings and manages the Product backlog in association with the Product Manager
  • Facilitates Scrum ceremonies such as stand-ups, planning, retrospectives, reviews/demos
  • Supporting the IT Department on its agile journey, acting as a champion promoting agile methodologies, driving improvement and defining best practice
  • A key member of the squad who will help create a psychologically safe environment in which the scrum team can operate.

The Associate, as Service Manager will:

  • Accountable for the coordination of the M365 suite of changes caused for new or changed services, new policies, security changes, and new business process practises.
  • Accountable for ensuring the User Experience and impact to business process is at the forefront of the M365 Squad’s activities – both existing and new requirements.
  • Accountable for ensuring appropriate plans and operations of the the User adoption, business change, training and access to tooling.
  • Supporting the Operations Manager, responsible for engaging and the coordination of the ITSM processes, ITSM Functions (Service Desk, Desk Side Support) and Service Reporting for M365 services
  • Responsible for producing and managing reporting dashboards of the operational health of the Bank’s IT services, including a look ahead at demand and capacity planning forecasts. This will include highlighting issues and risks, suggesting, and implementing solutions to contain and remediate these problems.
  • Supporting the Operations Manager, attend and participate in weekly and monthly Service Delivery reviews with our partners to provide feedback on general service and contribute to any remedial action items.
  • Work with other M365 squad members to ensure that M365 enhancements/updates take place with minimal impact to the Service.
  • Act as a lead in IT Service Meetings with the business representing M365.
  • Build a coalition of Business leaders who champion M365 and work to drive business change.

Knowledge, Skills, Experience & Qualifications

  • Proven Scrum Master experience; applying scrum principles, theory and practices

  • Demonstrable Service Management experience and working knowledge of M365 suite
  • Experience in M365 Products including Exchange Online, MS Teams, MS Sharepoint 365, One Drive for Business, Intune and other Flexible Working Products such as MS Planner.
  • Demonstrable experience of working in a multi-cloud organisation, focusing on M365 and Microsoft Azure services.
  • Gained or working towards Professional Scrum Master I (PSM I) assessment
  • Experience of working with Agile software development teams, ensuring that infrastructure enhances velocity rather than introduces inertia
  • Clear experience in M365 or similar tooling user adoption, training and business change
  • Clear experience in managing the ITSM approach to enterprise scale SaaS solutions e.g. M365
  • A persuasive communicator who can engage across levels of seniority and technical capability
  • Experience working in an ITIL environment
  • Must be comfortable with office productivity tools including the Microsoft Office suite
  • Fluency in written and spoken English
  • Ability to manage conflict and negotiate successful outcomes
  • A pro-active approach with a “can do” attitude, striving for continuous improvement, effectiveness and efficiency

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people’s lives and help shape the future of the regions we invest in.

The EBRD environment provides you with:

  • Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in;
  • A working culture that embraces inclusion and celebrates diversity;
  • An environment that places sustainability, equality and digital transformation at the heart of what we do.

Diversity is one of the Bank’s core values which are at the heart of everything it does. A diverse workforce with the right knowledge and skills enables connection with our clients, brings pioneering ideas, energy and innovation. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions and we aim to sustain and build on this strength. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities. As an inclusive employer, we promote flexible working and expecting our employee to attend the office 50% of their working time.

Tags: continuous improvement, information technology, service management, sharepoint, user experience