Salesforce AMS Lead

vor 3 Wochen

City of Melbourne, Österreich Avance Consulting Vollzeit

Key Responsibilities Oversee the complete Salesforce Application Support & Maintenance (AMS) operations, ensuring seamless service delivery and strict adherence to SLAs. Act as the designated service owner for Salesforce applications, ensuring stability, availability, compliance, and overall service excellence. Implement and drive ITIL-based processes, including Incident, Problem, Change, Release, and Knowledge Management across the Salesforce support environment. Lead and guide a team of Salesforce Support Engineers, Administrators, and Business Analysts through effective coaching, direction, and performance oversight. Function as the primary point of escalation for Salesforce-related issues or outages and coordinate resolution efforts among business, technical, and operations teams. Develop and maintain proactive monitoring mechanisms, dashboards, and governance reports for Salesforce applications. Partner with development and project teams to ensure a smooth transition of solutions from implementation to support (Build‑to‑Run handover). Engage with business stakeholders to resolve recurring issues, prioritize enhancements, and continually improve service delivery outcomes. Drive automation initiatives, build knowledge repositories, and spearhead continuous service improvement activities. Manage external vendor and partner relationships (as applicable) to ensure high‑quality support delivery. Provide regular executive‑level updates regarding application health, risks, major incidents, performance metrics, and roadmap alignment. Required Skills & Experience 12–15 years of overall IT experience, including 7–8 years specifically focused on Salesforce application support or management. Deep expertise in ITIL practices with proven leadership experience in Application Maintenance & Support (AMS). Demonstrated experience overseeing L1/L2/L3 support operations for complex, large‑scale Salesforce implementations. Strong proficiency in incident and problem management, with hands‑on experience managing major incidents and conducting root cause analysis. Solid understanding of Salesforce platform features, customization options, workflows, and integration patterns. Ability to manage and influence stakeholders at CXO, business, and technical levels. Excellent leadership, communication, and team management capabilities. Experience in SLA management, service governance reporting, and implementing continuous service improvement processes. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industry Technology, Information and Media #J-18808-Ljbffr

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