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Deze vacature is niet meer vacant: Scrum Master

Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht

Oorspronkelijke vacature omschrijving:

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht , which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The main goal of the Scrum Master is to guide and support in creating and maintaining self-organizing teams that are flexible and fully productive during sprints and increments.

This is a role in the IT department of the Mercedes-Benz Customer Assistance Center (CAC), which has grown from being the local IT Provider for the CAC to being the Global Service Provider for the core CRM application of Daimler worldwide. In total up to 20.000 dealers and 2000 call center agents worldwide make use of our applications.

Within the department of Demand Management and Governance , the Scrum Master will be part of an international team with colleagues from all continents, working out of the Maastricht offices, and cooperating with suppliers worldwide. Within this environment the Scrum Master acts as a coach, helping the team to self-organize and work cross-functionally. The Scrum Master also assists with getting the team to create a high-value product by removing obstacles in their process and coaching them through meetings or other venues when help is needed.

The function

Tasks & Responsibilities:

  • Coordinate sprints, retrospective meetings and daily stand-ups
  • Coach team members in Agile frameworks
  • Facilitate internal communication and effective collaboration
  • Proactively detect (possible) impediments, and define solutions or mitigation actions together with the team
  • Resolve conflicts and remove obstacles that occur
  • Support and challenge Product Owners on roadmap, backlog, and increment planning, in relation to stakeholders’ deadlines
  • Coordinate both internal and external communications proactively
  • Help teams implement changes effectively
  • Ensure deliverables are up to quality standards at the end of each sprint
  • Guide development teams to higher scrum maturity
  • Help build a productive environment where team members ‘own’ the product and

    enjoy working on it

  • Keep track on issues & risks, schedules & dependencies and budget of development

    teams
  • Monitor, evaluate and provide financial status reports to higher management
  • Actively contribute to continuous improvement of processes and procedures within

    and beyond the IT department
  • Perform project management activities for e.g. shared services or rollout related

    initiatives

Requirements

  • Bachelor or Master degree in Computer Science, Business or similar field
  • At least two years of professional experience in a scrum master or project management position
  • Excellent knowledge of Scrum techniques and artifacts (such as Definition of Done, user stories, automated testing, backlog refinement)
  • Good knowledge of Agile frameworks, and specifically SAFe
  • Excellent communication and servant leadership skills
  • Problem-solving and conflict-resolution ability
  • Outstanding organizational skills
  • Scrum master certification
  • Excellent language skills in German and English - both spoken and English written is required for communicating with stakeholders
  • Must be an influencer and decision maker to make critical decisions in a timely manner
  • Strong meeting facilitation and negotiation skills
  • Excellent analytic and interpersonal skills to influence and engage colleagues, along with a broad understanding of the businesses they support
  • Ability to balance the big picture with meeting the day-to-day needs of the organization
  • Ability to partner with both technical and non-technical peers and stakeholders, to interact with various levels of management, and to promote cross functional collaboration
  • Ability to be flexible and work accurately and outcome based, both independently and in a team environment, in a high pressure, multi-tasking environment with changing priorities
  • Willingness to travel
We offer

What do we have to offer you

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

Location

We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Marie-Claire Scharis by email: marie-claire.scharis@daimler.com