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Managed Services Lead

Managed Services Lead

BOT Consulting

8 - 12 years

0 Lacs

jaipur rajasthan india

Posted:1 day ago| Platform:

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Skills Required

salesforce maintenance service leadership management automation monitoring drive efficiency dashboard development reporting transparency portfolio engagement retention support security itil certification communication collaborative creativity

Work Mode

On-site

Job Type

Full Time

Job Description

The Managed Services CoE Leader is responsible for owning and driving the delivery and growth of proactive, high-quality Salesforce managed services from India. This role ensures seamless operations, preventive maintenance, and continuous improvement of the Salesforce platform for a global client base. The leader balances operational excellence with innovation to enhance service performance and client satisfaction.
Key Responsibilities

Team Leadership: Lead and develop a cross-functional team comprising Salesforce Administrators, Developers, and QA specialists to deliver managed services with high quality and efficiency.
Service Management: Oversee service level agreements (SLAs), monitor service performance, and ensure high client satisfaction through proactive issue resolution and communication.
Operational Excellence: Implement automation, predictive monitoring, and best practices to drive operational efficiency, reduce downtime, and improve service reliability.
Tool & Dashboard Development: Build and maintain reusable tools, dashboards, and reporting mechanisms to provide transparency and continuous insight into service health and performance.
Portfolio Growth: Identify opportunities to expand the managed services portfolio through innovative solutions, process improvements, and value-added initiatives.
Customer Engagement: Foster a customer-first culture that emphasises strong client retention, proactive stakeholder management, and continuous engagement.

Requirements
Qualifications

8 to 12 years of experience in Salesforce managed services, application support leadership, or related service delivery roles.
Deep knowledge of Salesforce platform maintenance, security protocols, enhancement practices, and incident management.
Proven ability to manage global clients and support 24x7 operations in a complex environment.
Experience with SLA management, IT service management frameworks, and customer satisfaction metrics.

Preferred Skills

ITIL certification or other recognized service management qualifications.
Strong understanding of Salesforce release management and change control processes.
Experience with monitoring and automation tools relevant to managed services.
Excellent communication, stakeholder management, and problem-solving capabilities.
Ability to lead cultural transformation focused on customer satisfaction and continuous improvement.

Signs you may be a great fit

Impact: Play a pivotal role in shaping a rapidly growing venture studio with Cloud-driven digital transformation.
Culture: Thrive in a collaborative, innovative environment that values creativity, ownership, and agility.
Growth: Access professional development opportunities and mentorship from experienced peers.
Benefits: Competitive salary, wellness packages, and flexible work arrangements that support your lifestyle and goals.

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Managed Services Lead