We are looking for a Senior Salesforce Service Manager to lead Salesforce Application Support & Maintenance (AMS) across enterprise environments. The role will own service delivery, SLA performance, ITIL processes, support teams, stakeholder management, and continuous improvement across Salesforce Service Cloud, Sales Cloud, and CPQ.
Key Responsibilities
- Lead end-to-end Salesforce AMS/Application Support and ensure SLA, availability, and service quality.
- Own Incident, Problem, Change, Release, and Knowledge Management processes aligned with ITIL.
- Manage L1/L2/L3 Salesforce support teams, including Engineers, Administrators, and Business Analysts.
- Act as the key escalation point for critical Salesforce incidents and outages.
- Drive service governance, reporting, monitoring, RCA, and continuous improvement.
- Manage Build-to-Run / Project-to-AMS transition with development and project teams.
- Partner with business and CXO-level stakeholders to prioritize issues and enhancements.
- Manage onsite/offshore teams and vendor/partner delivery models.
- Provide executive-level reporting on service performance, risks, SLAs, and roadmap.
- Oversee Salesforce applications across Service Cloud, Sales Cloud, and CPQ.
Required Skills
- 12–15 years overall IT experience with 7–8+ years in Salesforce Application Management/Support.
- Strong Salesforce AMS and ITIL Service Management experience.
- Experience managing L1/L2/L3 enterprise Salesforce support.
- Strong Incident & Problem Management, RCA, SLA/KPI and Service Governance skills.
- Good understanding of Salesforce configuration, workflows, integrations, Service Cloud, Sales Cloud, and CPQ.
- Strong people leadership, stakeholder management, communication, and escalation management.
- Experience with onsite/offshore and outsourced delivery models.
Preferred
- Salesforce Administrator / Service Cloud / Sales Cloud certification.
- ITIL v3/v4 Foundation or higher