Oversee end-to-end Salesforce service delivery, working closely with system integrators, managing performance, and handling escalations
Job Summary
Oversee end-to-end Salesforce service delivery, working closely with system integrators, managing performance, and handling escalations.
Leverage analytics to assess service performance, manage demand/resources/budgets, and drive strategic improvements using data insights.
Serve as key liaison between operations, business, product development, and management teams, translating business requirements into high-level architectural solutions.
Matching Summary
Oversee end-to-end Salesforce service delivery, working closely with system integrators, managing performance, and handling escalations.
Skills & Requirements
Must-have
Salesforce Service Cloud expertise
end-to-end service delivery lifecycle
vendor management and governance
service management methodologies
data-driven decision making
complex system integrations
Nice-to-have
continuous improvement and operational excellence
building strong stakeholder relationships
AI-enabled enhancements
proactively solving service issues
Key Requirements
8+ years in service and vendor management
4+ years with Salesforce AMS in Service domains
Proficient in Salesforce Service Cloud, Field Service, Customer Support, Case Management
Strong knowledge of service-level governance (SLAs, OLAs, KPIs)
ITIL 4, COBIT, or SIAM Foundation certifications
Bachelor’s degree in Business Administration, IT, Computer Science or related