Service Manager (Salesforce)

For one of our clients, we are looking for a Service Manager (in Salesforce).

Tech Stack: Salesforce, ITIL.

Model of cooperation: 100% Remote.

Methodology of work: Scrum.

Salary: 150 PLN/h.

Availability: monthly periods of notice are acceptable.

Your responsibilities:

• Manage support services and daily engagements including utilization, SLAs, demand, forecasting and other business metrics,
• Coordinate SLA creations (through interaction with the Client team),
• Oversee and guide all activities of the service team (2 and 3 line of support),
• Ensure team follows best practices and maintain service level agreements,
• Leading teams through incident, problem and change management, as well as root cause analysis,
• Continual improvement of problem & incident management processes,
• Monitor and manage Client complaints till resolution,
• Support of the sales process,
• Manage customer relationships and right communication channels. 

Our requiremensts:

• Minimum 3 years of experience as a Delivery Manager or Service Manager,
• Proven track record in IT Support projects in an international environment, and Salesforce technology
• Ability to see tasks through to the end and meet tight deadlines, taking responsibility for their completion and maintaining quality throughout,
• Good grasp of both the development (e.g. requirements definition, testing) and IT support (e.g. monitoring, continuous delivery) processes,
• Confident with working in a fast-paced environment,
• Knowledge of ITIL framework,
• Ability to speak and write English fluently (minimum C1).

Are you interested? Don't hesitate, join us!