Salesforce IT Service Manager

Job Description

Salesforce IT Service Manager Job Description

The Salesforce IT Service Manager manages IT Service Delivery related to Salesforce applications, provides ongoing operations support aligned with the IT Service Management processes and will be part of the Centre of Excellence (COE) for the Salesforce Sustain Operations. The Salesforce Service Manager will contribute to establish processes for operational support for Salesforce related applications. He/she also manages all stakeholders and ensures that the teams work in collaboration to achieve successful delivery outcome.

Salesforce IT Service Manager Responsibilities include:

Establishing Service Management teams, organization structure, escalation matrix, governance forums etc. required to provide services in scope of the Supplier

Defining roles/responsibilities for all teams, establishing collaboration and communication plans

Provide technical solutions, guidance on Salesforce technologies to the team

Implementation and management of IT Service Management (ITSM) processes like Event Management, Incident Management, Change Management, Problem Management, Knowledge Management, Service Request Management, Financial Management etc.

Establishing SLA/KPI measurement, reporting, improvement processes

Establishing Performance, Capacity and Quality Management framework and processes

Management of IT Service Delivery and ongoing operation support based on IT Service Management processes, company policies and standards

Analysis of issues, tickets, stakeholder feedbacks leading to identification and implementation of product improvement, process improvement, automation/elimination opportunities

Working with customer to identify new value opportunities and leverage such opportunities through outcomes based projects

Conduct required audits, surveys to evaluate gaps, improvement opportunities and incorporate actions to eliminate such gaps

Manage required stakeholders, run agreed governance forums to discuss achievements, issues, plans, dependencies etc.