Mark Russell

Scrum Master @Barclays

Glasgow, GB

Contact Centre Technology is accountable for performance, stability and availability of the Strategic contact centre platforms across Barclays. They define and deliver the architectural roadmap for all contact centre systems. As a Scrum master my role is to manage Agile ceremonies, support the engineering team by removing blockers and manage release of application code through testing environments and production delivery.Key Achievements have included:• Managed numerous deployments for Voice Biometrics across multiple regions including MVP, application improvements, regulatory changes, and release of new functionality. • Increased team velocity by 67% over a three month period by restructuring the operating model of the team and have significantly improved the ability to forward plan which has been appreciated by senior stakeholders• Introduced PI Planning to Technology contact centre, facilitating a workshop with Chat/Chat Bot teams• Active member of Scrum Master Community of Practice and led a number of initiatives with my SM colleagues involving Estimation, Forward Planning and Release processes • Recognised by CIO Voice, Chat & AI as SM of “fully empowered and mature workstream”• Volunteered to assist another area of the bank (Full Serve) by acting as their Scrum Master in addition to my current role and recognised for enabling significant progress to be made and relieved the immediate pressure that was on that team • Assisted the Princes Trust in running a number of sessions on employability skills

University of Glasgow

Master of Arts (M.A.), (Joint Degree) History and Politics

University of Glasgow

Master’s Degree, Management