Service Manager, BT GTM - Public Sector

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Business Technology sets the new standard of enterprise IT and accelerates the success of Salesforce through the best implementation of Salesforce on the planet. We value Trust, Scale, and Integration. We relentlessly pursue these values with the help of modern, lean, and self-governing Scrum teams. As part of Salesforce Business Technology, you will play a key role in a smart, creative, and lively team. You will make a substantial difference in product delivery. Come grow with us in an environment where professional development is encouraged, volunteerism is the norm, and innovation is a daily occurrence.

Overview of the Role

The Service Manager ensures effective service delivery for the public sector line of business, adhering to agreed service levels. The Service Manager's main objective is to ensure reliable, efficient, and business aligned service delivery. The role focuses on three key areas: monitoring, DevOps, and production support. This role will support an MSP vendor providing Application Management Services (AMS) for a business-critical CRM Org. This Org must be maintained and supervised within a 24x7 support model as well as production deployments during scheduled off-hour down time periods.

This role will require vendor oversight and collaboration with and supporting a vendor team to optimize application performance and operational readiness, ensuring alignment with functional and non-functional requirements (i.e. demand capacity, business continuity). This role will focus on service quality management, guaranteeing services meet customer expectations in terms of quality, cost, and business requirements, and continuously improving agreed service levels. Lastly, this role will ensure the MSP follow contractual terms and maintain a strong, effective partnership aligned with organizational goals and standards.

Responsibilities

• Leadership and Performance Management: own the management of the AMS delivery team, focusing on specific SLA metrics and KPIs. Your expertise guides the team in meeting these critical benchmarks, and you actively identify areas for improvement to enhance service quality.

• SLA Management: responsible for upholding Service Level Agreements (SLAs) and proactively initiating measures for enhancement. Should discrepancies arise, you take conclusive steps to rectify and enhance service delivery.

• Process Development and Management: take charge of developing and running IT processes and tools from both implementation and operational standpoints. This ensures efficient service delivery aligned with standard processes.

• Vendor Transition Management: orchestrate the smooth transfer of IT services between vendors and internal resources, using your expertise to minimize disruptions and ensure a flawless transition.

• Liaison and Issue Resolution: serve as a liaison between IT groups and Vendor points of contact, you facilitate daily operations and swift issue resolution, maintaining effective communication and collaboration.

• Delivery Coordination: partner with Engineering, Release Management and MSP AMS to be responsible for and coordinate the delivery of application and/or infrastructure services, ensuring they align with organizational objectives.

• Reporting and Communication: provide consolidated reporting on maintenance and production support activities, fostering open communication across all levels. This consolidated view aids decision-making and ensures everyone is advised.

• Customer Collaboration: Your ability to collaborate effectively with various partners, including leadership, technical teams, process owners, vendors, and other support organizations, ensures a broad approach to service management.

• Communication Facilitation: champion communication and collaboration, ensuring timely and relevant information flows smoothly regarding service status updates, quality metrics, improvement plans, and training opportunities.

• Team member Engagement: Engaging senior individuals and suppliers, use your influence and persuasion skills to address and resolve issues, ensuring a positive outcome for all parties involved.

• Operational Leadership: lead the execution of critical processes and activities underpinning service operations, such as Incident Management, Problem Resolution, Organisational Change, Availability Management, Disaster Recovery Planning, Business Continuity, Audit & Compliance, Event Management, and Configuration Management.

Required Skills

• 6+ years of experience in Business Technology handling technical deliveries, services, resources and/or MSP.

• Demonstrable experience with user adoption, training along with project management.

• Demonstrable ability to run overall business initiative or several components of a large, complex project with direct experience in Agile and Scrum;

• Ability to engage with self awareness as required to avoid conflicts with customers based on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome.

• Good project management skills with ability to juggle multiple projects/tasks across various user groups.

• Basic understanding of Salesforce technologies.

• Must be a self-starter, willing to learn new technologies (Mulesoft, Heroku) and a Salesforce trailblazer who flourishes with working in a fast-paced environment.

• Solid teammate with service-oriented demeanor and customer focus.

• Knowledge of US FedRAMP / CMMC or similar regulations, highly desirable.

• Familiarity with Salesforce enterprise environment, SOX protocols, Change Management and Release Management guiding standards and processes, a plus.

Required Certifications

• PMP or similar certification and experience preferred, e.g., Scrum Master.

• ITIL certification and experience preferred

• A related technical degree required

Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver's License, Global Entry Card, U.S. Government CAC/PIV.

In office (Atlanta, GA, Dallas, TX or Indianapolis, IN) expectations are 10 days/a quarter to support customers and/or collaborate with their teams.

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