Service Manager, Senior Analyst

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Service Manager, Analyst

Organization Overview:

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.

About the position: We are in search of a highly skilled and motivated Service Manager to drive our shared services within our teams supporting Customer Success and Support. The Service Manager holds the responsibility for ensuring the delivery of a service while adhering to agreed-upon service levels. This involves optimizing the performance of applications and aligning them with operational readiness standards. They oversee not only the functional aspects but also the non-functional aspects such as demand, capacity, and business continuity, ensuring alignment with the business requirements. One of their key tasks is to uphold, monitor, and continually enhance the agreed-upon service levels. In cases where a managed service provider is involved, the Service Manager is also answerable for verifying that the partner complies with the terms of the contract. As a Service Manager overseeing an MSP vendor's AMS work, your multifaceted role encompasses leadership, coordination, communication, and collaboration to guarantee optimal service delivery, performance, and alignment with organizational goals.

Key Responsibilities

• Lead the management of the AMS delivery team, focusing on specific SLA metrics and KPIs. Responsible for upholding Service Level Agreements (SLAs) and proactively initiating measures for enhancement. Take charge of developing and managing IT processes and tools from both implementation and operational standpoints to ensure alignment with best practices. Provide consolidated reporting on maintenance and production support activities, fostering transparent communication across all levels.
• Ensure the smooth transfer of IT services between vendors and internal resources, leveraging your expertise to minimize disruptions and ensure a seamless transition.
• 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.
• Ensure operational best practices for environments, change and release management, incident and problem management and observability. This will include collaborating with the Environment Management team.
• Oversee the delivery of applications to align with organizational objectives. Lead the execution of critical processes and activities underpinning service operations, such as Incident Management, Problem Resolution, Change Management, Availability Management, Disaster Recovery Planning, Business Continuity, Audit & Compliance, Event Management, and Configuration Management.
• Manage and maintain on call schedules and PagerDuty teams to ensure swift resolution of any open incidents
• Collaborate effectively with various stakeholders, including leadership, technical teams, process owners, vendors, and other support organizations to ensure a holistic approach to service management. Foster communication and collaboration, ensuring timely and relevant information flows smoothly regarding service status updates, quality metrics, improvement plans, and training opportunities.
• Leading service restoration for major incidents, you oversee root cause analysis and monitor event management alerts, ensuring swift response and resolution. Regular reviews of incidents, problems, availability, disaster recovery tests, business continuity plans, and technology attributes fall within your purview, supporting a culture of continuous improvement.
• Document disaster recovery attributes and conduct annual tests, bolstering preparedness for potential disruptions and contributing to robust business continuity plans.
• Support audit and compliance efforts, you ensure accurate and complete documentation of technologies and relationships, aligning with established standards.

Experience/Skills Required

• At least 4 years of experience supporting the Salesforce platform
• Extensive knowledge of Salesforce platform level features (Shield, Event monitoring, Privacy Center, etc.)
• In depth knowledge of the Software Development Lifecycle
• Strong understanding of object oriented programming
• Experience working with Apex, Experience Cloud, Service Cloud, Agentforce and JavaScript
• Experience troubleshooting issues in production environments
• Experience working on customer-facing applications with high traffic volume
• Certifications including Salesforce Admin, Salesforce Advanced Admin, Salesforce Platform App Builder
• Experience/Skills Desired
• Prior experience working with vendor relationships
• Expertise in reporting and dashboards
• Experience working with cross functional teams
• Experience managing both production and sandbox environments

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.