Service Manager, Lead

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Job Category
Enterprise Technology & Infrastructure

Job Details

About Salesforce

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Service Manager, Analyst

Organization Overview:

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

About the position:
We are in search of a highly skilled and motivated Service Manager to drive our shared services within our teams supporting Customer Success and Support. The Service Manager holds the responsibility for ensuring the delivery of a service while adhering to agreed-upon service levels. This involves optimizing the performance of applications and aligning them with operational readiness standards. They oversee not only the functional aspects but also the non-functional aspects such as demand, capacity, and business continuity, ensuring alignment with the business requirements. One of their key tasks is to uphold, monitor, and continually enhance the agreed-upon service levels. In cases where a managed service provider is involved, the Service Manager is also answerable for verifying that the partner complies with the terms of the contract. As a Service Manager overseeing an MSP vendor's AMS work, your multifaceted role encompasses leadership, coordination, communication, and collaboration to guarantee optimal service delivery, performance, and alignment with organizational goals.

• Lead the management of the AMS delivery team, focusing on specific SLA metrics and KPIs. Responsible for upholding Service Level Agreements (SLAs) and proactively initiating measures for enhancement. Take charge of developing and managing IT processes and tools from both implementation and operational standpoints to ensure alignment with best practices. Provide consolidated reporting on maintenance and production support activities, fostering transparent communication across all levels.
• Ensure the smooth transfer of IT services between vendors and internal resources, leveraging your expertise to minimize disruptions and ensure a seamless transition.
• Serve as a liaison between IT groups and Vendor points of contact, you facilitate daily operations and swift issue resolution, maintaining effective communication and collaboration.
• Ensure operational best practices for environments, change and release management, incident and problem management and observability. This will include collaborating with the Environment Management team.
• Oversee the delivery of applications to align with organizational objectives. Lead the execution of critical processes and activities underpinning service operations, such as Incident Management, Problem Resolution, Change Management, Availability Management, Disaster Recovery Planning, Business Continuity, Audit & Compliance, Event Management, and Configuration Management.
• Manage and maintain on call schedules and PagerDuty teams to ensure swift resolution of any open incidents
• Collaborate effectively with various stakeholders, including leadership, technical teams, process owners, vendors, and other support organizations to ensure a holistic approach to service management. Foster communication and collaboration, ensuring timely and relevant information flows smoothly regarding service status updates, quality metrics, improvement plans, and training opportunities.
• Leading service restoration for major incidents, you oversee root cause analysis and monitor event management alerts, ensuring swift response and resolution. Regular reviews of incidents, problems, availability, disaster recovery tests, business continuity plans, and technology attributes fall within your purview, supporting a culture of continuous improvement.
• Document disaster recovery attributes and conduct annual tests, bolstering preparedness for potential disruptions and contributing to robust business continuity plans.
• Support audit and compliance efforts, you ensure accurate and complete documentation of technologies and relationships, aligning with established standards.

• At least 4 years of experience supporting the Salesforce platform
• Extensive knowledge of Salesforce platform level features (Shield, Event monitoring, Privacy Center, etc.)
• In depth knowledge of the Software Development Lifecycle
• Strong understanding of object oriented programming
• Experience working with Apex, Experience Cloud, Service Cloud, Agentforce and JavaScript
• Experience troubleshooting issues in production environments
• Experience working on customer-facing applications with high traffic volume
• Certifications including Salesforce Admin, Salesforce Advanced Admin, Salesforce Platform App Builder
• Experience/Skills Desired
• Prior experience working with vendor relationships
• Expertise in reporting and dashboards
• Experience working with cross functional teams
• Experience managing both production and sandbox environments