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Salesforce Service Manager
Ref No.: 18-01221
Location: Middletown, Pennsylvania
Position Type:Right to Hire
Start Date: 02/02/2018
Title: Salesforce Service Manager
Location: Remote WITH travel to Middletown, PA
Length: 6 Month Contract to Hire
Rate: DOE
Start: ASAP

Job Description:

This leadership position will oversee several key functions within the Digital Sales and Customer Care service area. It requires a high degree of both business and technical acumen. A successful candidate will enable the delivery of a high-quality service to internal and external customers and to ensure support and delivery processes are in place to meet business needs. This position is a customer focused role that requires the candidate to establish and manage expectations within a global business and drive the IT team to achieve to expectations. The service manager is expected to build the capability through working with partners and a mix of internal and contracted resources in a complex technology stack that includes multiple instances of Salesforce, Live Chat, CastIron, Mulesoft, Amazon Web Services, Java, Eloqua, and several other components. In addition to being global, our applications cut across multiple industries including automotive, consumer electronics, industrial, medical, sensors and communications. The service leader will need to be collaborative and form successful relationships with development and support teams, project managers, and business stakeholders located across multiple locations.

Primary Responsibilities:
  • The Service Manager is a leader who serves as the primary liaison to the stakeholders for the digital sales and customer care environment
  • Ensure incidents are resolved with coordination between required teams and effective communication to stakeholders within stated Service Level Agreements
  • Conduct post-incident reviews to determine process improvements to prevent future issues
  • Monitor, control and support service delivery to ensure systems, methodologies, procedures and best practices are followed
  • Provide routine reporting to stakeholders on service levels and system performance
  • Ensures Root Cause Analysis and Corrective Action Plans are created for all priority 1 or 2 incidents
  • Maintain vendor relationships and ensure contract renewals are completed to avoid loss of service and maintain compliance
  • Measure the performance of vendors and service providers and plan improvements to processes and services to increase efficiency, effectiveness and cost efficiency
  • Manage backlog of enhancements requested; evaluate, prioritize and coordinate implementation
  • Understand the technical components of the operating environment and ensure patches, upgrades, sandboxes, and data refreshes are completed
  • Responsible for coordinating and controlling the release calendar for code deployment for the environments within the production pipeline
  • Serve as the key interface between the customer and IT staff
Experience Required/Desired:
  • 5+ years previous of Service Management experience which included Salesforce platform management in a technically complex environment; preferably in an organization with diverse product offerings and industry affiliations
  • Demonstrated domain knowledge or experience supporting customer care and sales processes and operations
  • Demonstrated track record of leadership
  • Proficiency in incident management, escalation procedures, root cause analysis, and related disciplines
  • Prior experience leading teams with demonstrated ability to deliver on time
  • Experience working cross-functionally and building collaborative working relationships with stakeholders, operations, and management
  • Demonstrated ability to organize/schedule tasks, and develop realistic action plans that account for time constraints and task priorities
  • Self-motivated and results-driven individual
  • Experience dealing with vendors supplying products, software or services
  • Strong interpersonal skills for driving strategic initiatives through large and diverse organizations
  • Excellent written/verbal communications and presentation skills
  • Strong analytical and problem solving skills
  • Demonstrated sense of urgency and attention to detail
  • Ability to work with multiple work streams and priorities at one time. Must be able to deliver results based upon project deadlines
  • Must be able to flex work schedule to allow for time-zone differences for global team communications
  • Salesforce Administrator certification is preferred
  • Solid understanding and experience using Eloqua is a plus
  • Hands-on experience with ServiceNow Incident, Change, and Request management
  • Experience working in an Agile/Scrum development process
Educational Required:
  • Bachelor's degree in Business, Management Information Systems, Computer Science, or related field
If interested and able to interview, please relpy back with your most updated resume!