M Merchant

Certified Scrum Master with proven experience leading cross-functional squads across digital transformation, ERP, CRM, cloud, and enterprise delivery environments. Experienced in facilitating Scrum, Kanban, and SAFe ceremonies, coaching teams in Agile ways of working, partnering with Product Owners to maintain healthy backlogs, and driving sprint execution through Jira, Confluence, and data-led delivery metrics. Strong servant leader with demonstrated success in improving squad maturity, removing impediments, managing dependencies, and delivering business value in complex matrix organisations across government, telecommunications, and enterprise sectors.

Experienced in leading self-organising teams through sprint planning, backlog refinement, reviews, retrospectives, and continuous improvement while maintaining strong stakeholder communication, governance alignment, and delivery outcomes.

Scrum Master - Perth Mint / Gold Corporation

(2024-03 - 2024-11)

Facilitated scrum and SAFe ceremonies including sprint planning, daily stand-ups, retrospectives, PI planning, showcase/inspect & adapt sessions. Partnered with product owners and stakeholders to maintain healthy backlogs, prioritise delivery, and ensure sprint readiness. Supported implementation of Protecht ERM and Source-to-Contract platforms through backlog management, sprint governance, and cross-functional squad coordination.

• Managed Jira dashboards, burn-down metrics, RAID registers, and dependency tracking to ensure progress toward sprint and release goals
• Removed squad impediments and coordinated with business, finance, legal, HR, and technical teams in a complex matrix environment
• Supported team maturity, continuous improvement, and successful go-live readiness through structured agile ways of working
• Backlog management, issues management and production deployment planning
• Managed and maintained risk, issues, assumptions and dependency (RAID) register
• Integrated Protecht-ERM with LexusNexus feeds for obligations & compliance content, enabling organization to manage risks, ensure compliance, and make informed decisions
• Led the team through to streamlined workflows & procurement processes including 3PDD to ensure compliance and enhancing visibility across procurement
• Led the team for data migration, requirements & configuration, validation & testing and deployment
• Led integration of Source to Contract with D365
• Implemented change management including training and user adoption while adhering to established organisations governance standard / framework
• Conducted showcase/review and gained stakeholder feedback and endorsement of the work
• Implemented team performance matrices, measuring, and reporting on progress, blockers, dependencies & burn-down chart
• Ensured artefacts, handover documents to operations team and project deliverables are created and delivered as per the project scope to meet the project gateway requirement

Scrum Master - City of Armadale

(2024-01 - 2024-03)

Supported agile delivery for TechnologyOne OneCouncil ERP transformation.

• Facilitated squad ceremonies, backlog refinement, sprint planning, and stakeholder workshops
• Established Agile governance, squad WoWs, and delivery rhythms for a multi-phase ERP program
• Coordinated across stakeholders to support successful planning and execution foundations

Scrum Master - Tech Mahindra (Foxtel)

(2021-09 - 2023-11)

Led agile delivery across 35+ iterations for CRM, Salesforce, digital integration, and customer transformation initiatives. Facilitated scrum and SAFe ceremonies across 3–4 squads, improving sprint predictability & delivery maturity. Worked closely with product owners to maintain backlog health, define priorities, refine user stories, and support DOR/DOD frameworks.

• Managed Jira dashboards, sprint metrics, burn-up/burn-down charts, and dependency management
• Removed blockers and coordinated across geographically distributed teams, vendors, and stakeholders
• Coached teams on agile mindset, collaboration, and continuous improvement practices
• Successfully implemented Salesforce-based CRM for customer service representative (C360 -R4, R5 & R6), its integration with billing and other applications and data migration from legacy system
• Conducted agile ceremonies – PI planning, sprint planning, daily stand-ups, retrospectives, showcase/review & backlog grooming based on Moscow technique
• Backlog management, issues management and production deployment planning
• Post-prod issue tracking and management during hyper-care
• Implemented team performance matrices, measuring, and reporting on progress, blockers, dependencies velocity & burn-up chart
• Coaching the team on agile values, the agile way of working, writing stories based on the INVEST technique and encouraging collaboration with stakeholders

Scrum Master - NBN Co

(2020-04 - 2021-09)

Facilitated agile delivery across AWS optimisation, Salesforce migration, automation, and operational transformation initiatives. Led scrum ceremonies, backlog management, sprint governance, and post-production hyper-care. Improved team maturity through coaching, collaboration, and agile best practices.

• Supported delivery of automation and digital initiatives while managing blockers, dependencies, and stakeholder expectations
• Led cost optimisation of AWS cloud resource which included container, EC2 with LB and S3 storage for 30+ AWS based application, decommissioning of SIT2 and scaling of RSVT environments which saved $1million per annum for NBNco
• Migrating Maximo and other applications on Mongo DB
• Led Digital transformation/automation of No Touch Incident handler (FTTN, FTTP, FTTC & HFC) – Auto remediation of common types of incidents which reduced dependency on operators by 60% and improved mean time to restore (MTTR) significantly
• Led Digital transformation of phasing out Remedy Incident Management capability by migrating it to Salesforce CRM, Single Pane of Glass application
• Led proactive monitoring of customer services (Service Health Card) to enable early identification and resolution of customer faults

Business Analyst - Solar Victoria – DELWP

(2019-05 - 2019-12)

Test Lead - Telstra Wholesale

(2018-02 - 2018-12)

Test lead (SIT & UAT) - Chorus NZ

(2016-10 - 2017-10)

OSS Integration Professional – Test Lead - Alcatel-Lucent NZ

(2013-03 - 2016-07)

Post Graduate Diploma - Business Administration - Massey University