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# SAP B1 Project Manager

- **Company:** La Fosse
- **Location:** London, United Kingdom
- **Experience:** Expert
- **Salary:** £117,000 - £130,000
- **Contract:** Permanent contract
- **Skills:** Automatic Call Distributor, Agile Methodology, Artificial Intelligence, Interactive Voice Response, Cyber Security, Customer Data Management, Scrum Methodology, Salesforce.Com, SAP Business One, Systems Integration, Genesys, Information Technology, Operational Systems
- **Published:** November 10, 2026
- **Apply:** https://www.lafosse.com/pro-bono/pro-bono-looking-for-an-expert/

## About the Role

+ Extensive experience as a Senior or Lead Product Manager within a complex enterprise environment.
 + Mandatory: Strong Salesforce Service Cloud product management experience.
 + Proven ownership of product strategy, roadmaps, discovery and prioritisation across multiple Agile squads.
 + Strong CRM and Contact Centre domain experience.
 + Experience with enterprise contact centre platforms.
 + Understanding of Voice, IVR, call routing and Workforce Management (WFM).
 + Experience integrating CRM and contact centre technologies.
 + Exposure to AI-enabled customer service and automation, ideally Salesforce Agentforce.
 + Strong stakeholder management and experience leading system integrators and technology delivery partners.

## Description

We are seeking an experienced Lead Product Manager to own the product strategy, vision and roadmap across a major CRM and Customer Service Transformation programme.
The role will cover the end-to-end customer service technology landscape, including Salesforce Service Cloud, Voice, IVR, call routing, Workforce Management (WFM), customer service automation and AI-enabled capabilities.
You will provide strong client-side product leadership, working across business stakeholders, technology teams and system integration partners to drive product priorities, improve customer and colleague experience and deliver measurable business outcomes., + Own the product strategy, roadmap and backlog across CRM and Contact Centre capabilities.

 + Lead product discovery and shape customer and agent journeys across voice, digital and self-service channels.
 + Drive product direction across Salesforce Service Cloud, Genesys, Voice, IVR, call routing and Workforce Management.
 + Oversee integration across CRM, telephony, customer data and wider operational systems.
 + Drive automation and AI-enabled customer service capabilities, including potential Salesforce Agentforce adoption.
 + Lead prioritisation and product decision-making across multiple Agile squads.
 + Manage and challenge system integration partners while retaining client-side ownership of product direction and outcomes.
 + Define product KPIs, measure benefits and drive continuous improvement.
 + Lead and coach Product Owners and multidisciplinary teams., Collaborating with you to bring in the talent that makes a difference, from rising stars to senior leaders. Whether it's recruitment, executive search or building future talent through our Academy, we tailor every solution to your goals, your pace and your people.