Stott and May
Senior Platform Lead / Service Product Manager
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Job Description
Senior Platform Lead / Service Product Manager
Customer Experience, CRM, SAP CX And Customer Platforms
Hybrid (3 days onsite)
Overview
A senior, hands-on platform leadership role responsible for the technical ownership, delivery, support, and continuous improvement of customer experience platforms. You will work closely with Product, Engineering, Operations, and senior business stakeholders to deliver scalable, secure, and high-performing solutions that drive customer engagement and operational excellence.
Responsibilities
- Own and manage a portfolio of customer experience platforms, including SAP CX, Emarsys, Calabrio, MindTouch, and key integration services.
- Partner with Product Owners and Agile delivery teams to prioritise requirements, defects, enhancements, and technical debt.
- Act as the technical lead and escalation point for platform issues, incidents, and service performance.
- Drive platform roadmaps, service reviews, operational improvements, and customer experience initiatives.
- Ensure platform stability, security, performance, and SLA achievement.
- Challenge solution designs, identify risks early, and support successful project delivery.
- Manage vendor relationships and participate in platform strategy and roadmap discussions.
- Mentor operational teams and promote best practices across the platform landscape.
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Key Stakeholders
- CTO and Senior Technology Leaders
- Product, Architecture, and Engineering Teams
- SAP Customer Success & Strategy Teams
- Third-party Vendors and Partners
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Experience Required
- Proven experience as a Platform Lead, Technical Product Manager, or Service Manager.
- Strong service management and operational delivery background.
- Experience with CX solutions, ideally including one of the following: SAP CX, Emarsys, Customer Data Cloud (CDC), Customer Data Platform (CDP), or Sales & Service Cloud.
- Experience managing SaaS platforms, integrations, incident management, and service governance.
- Strong Agile delivery experience, including backlog management, sprint planning, and prioritisation.
- Excellent stakeholder management, communication, and influencing skills.
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