We're looking for an experienced CRM Service Project Manager to lead service-related CRM transformation projects in an enterprise environment.
Work setup: Hybrid – Porto (2 days/week on-site)
Responsibilities:
* Lead CRM service projects end-to-end: analysis, implementation, deployment, and hypercare
* Coordinate global cross-functional teams and ensure scope, timeline, and quality are met
* Assess Microsoft Dynamics service processes and define target processes in Salesforce Service Cloud
* Translate business needs into user stories, functional specs, and acceptance criteria for agile delivery
* Run agile ceremonies (Scrum/SAFe/Kanban) and manage backlog/sprints/work items in Azure DevOps
* Facilitate workshops with business and technical stakeholders to gather requirements and drive decisions
* Track and communicate project progress, risks, issues, dependencies, and key decisions to management
* Define test scenarios, coordinate UAT, manage defects, and ensure go-live readiness
Must-have requirements:
* 5+ years' experience in CRM service projects (Project Management and/or Business Analysis)
* Knowledge of CRM Service processes (case management, SLAs, knowledge, ticketing)
* Experience with Salesforce Service Cloud (service process design and core configuration concepts)
* Agile delivery experience (Scrum, SAFe and/or Kanban) with backlog management in Azure DevOps
* Solid experience supporting testing phases (test cases, UAT coordination, defect handling)
* Strong facilitation, stakeholder management, and cross-team coordination skills (distributed teams)
* Fluent English (spoken and written)
If you're interested, apply directly or send your CV with your daily rate and availability for a call to .