Salesforce service Manager
vor 2 Wochen
Senior Salesforce Service Manager Location: Melbourne, Australia Role Overview We are seeking a highly experienced Senior Salesforce Service Manager to lead Salesforce application support and maintenance services. This role requires strong expertise in ITIL-aligned service management, understanding of Salesforce applications, and proven ability to manage large-scale, SLA-driven support environments. The ideal candidate will bring leadership in managing support teams, ensuring high availability, stability, and continuous improvement of the Salesforce implementations done by the Development teams. Key Responsibilities Lead and manage the end-to-end Salesforce Application Support & Maintenance (AMS) function, ensuring smooth operations and adherence to SLAs. Act as the service owner for Salesforce applications, ensuring service quality, availability, and compliance. Drive ITIL-aligned processes (Incident, Problem, Change, Release, and Knowledge Management) across the Salesforce support landscape. Manage a team of Salesforce Support Engineers, Administrators, and Business Analysts, providing direction, mentoring, and performance management. Serve as the primary escalation point for Salesforce-related issues and outages, coordinating with business, operations, and technical teams. Establish proactive monitoring, reporting, and governance dashboards for Salesforce applications. Collaborate with development and project teams to ensure smooth handover from build to run (transition management). Work closely with business stakeholders to prioritize enhancements, resolve recurring issues, and improve service quality. Drive continuous service improvements, automation, and knowledge base development for Salesforce support. Provide executive-level updates on application performance, risks, and roadmap alignment. Required Skills & Experience 12–15 years of overall IT experience, with at least 7–8 years in Salesforce application management/support roles. Strong understanding of ITIL processes and proven experience in Application Maintenance & Support (AMS) leadership. Experience leading L1/L2/L3 support functions for complex enterprise Salesforce implementations. Strong incident and problem management skills, including handling high-severity incidents and root cause analysis. Excellent understanding of Salesforce platform capabilities, configurations, workflows, and integrations. Proven ability to manage stakeholder relationships at CXO, business, and technical levels. Strong leadership, communication, and people management skills. Experience in governance reporting, SLA adherence, and continuous service improvement frameworks. Preferred Qualifications Salesforce certifications such as Administrator, Service Cloud Consultant, or Sales Cloud Consultant. ITIL v3/v4 Foundation or higher-level certification. Experience in managing outsourced/partner-based delivery models. #J-18808-Ljbffr
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