Technical Project Manager (CRM Experience) - Hybrid Working/ Amsterdam

Gigged AI is an open talent marketplace specialising in the IT and technology sector. We have an opportunity live at the moment for a Technical Project Manager with CRM experience.

This is a hybrid role, requiring 2 or 3 days per week in office (Amsterdam/Netherlands). 

Location: Amsterdam
Duration: Initial 6-month contract
Start Date: ASAP
Day Rate: £550-650 experience dependent 
IR35 Status: Outside IR35 

All applicant proposals will be reviewed directly on the Gigged AI platform by the hiring manager.

In order to send a proposal please follow the below steps

• head to https://app.gigged.ai/sign-up?type=t and create a free talent profile
• once signed in, follow this link to the project - https://app.gigged.ai/find-a-gig/8OB0YEA0nvY
• you will now see a 'submit proposal' button
• please fill this in (intro, relevant experience, and attach CV to this)

Role Overview

We are seeking a Technical Project Manager to lead complex customer service technology transformation initiatives. You will bridge business strategy, product capabilities, architecture, engineering, and operational delivery to drive large-scale platform modernization, CRM transformation, and customer experience improvements across contact center ecosystems. The ideal candidate combines strong technical understanding with business acumen and experience leading cross-functional programs in complex operational environments.

Key Responsibilities

Lead end-to-end transformation projects across customer service platforms, including CRM modernization (Salesforce, Pega, Service now) and enterprise re-platforming initiatives.

Translate customer service strategy and operational needs into scalable project/program roadmaps and executable delivery plans.

Drive discoveries on new product capability assessments, and requirements definition to identify opportunities for improving customer and agent experiences.

Establish alignment across Operations, Product, Engineering, Data, and Architecture teams to create integrated execution plans and delivery governance.

Manage transition activities, risks, and dependencies to ensure successful adoption of new platforms and processes.

Synthesise complex business and technical information into clear recommendations and executive-level summaries for senior stakeholders.

Results focused but has agility to to flex to support changing business needs

Required Experience & Competencies

Proven track record as a Senior TPM leading large-scale technology transformations within contact centers or customer service ecosystems.

Deep understanding of customer service capabilities: agent tooling, CRM (eg.Pega/Service now/AWS) workflow automation, KM, WFM, and other customer journey platforms.

Experience in business architecture, technical solution design, and product discovery (benchmarking, needs analysis, and requirement translation).

Strong organizational skills with the ability to structure complex programs and maintain focus in ambiguous environments.

Collaborative leadership style with the ability to create alignment across diverse technical and business audie

Strong soft skills which support managing a complex stakeholder landscape.

Ability to work under pressure, resilient, experience in navigating shifts in priorities

Deep understanding of the technical program craft disciplines which make make delivery effective