Dear Aspirant!
We empower our people to stay resilient and relevant in a constantly changing world. We're looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you Then it seems like you'd make a great addition to our vibrant international team.
We are looking for: Service Manager - Salesforce CRM
You'll make an impact by:
- Oversee the operational health, performance, and availability of the SieSales ecosystem (including Outreach, Hub and Spoke model) across all relevant clouds (e.g., Sales Cloud, Service Cloud, Experience Cloud) in collaboration with Operations Manager.
- Define, monitor, and report on key service level agreements (SLAs) and operational metrics for the service.
- Manage incident resolution, problem management, and root cause analysis, ensuring timely and effective solutions and minimizing business disruption.
- Define, implement and manager service processes when a new tool or initiative is rolled out (e.g. in SieSales ecosystem or in Salesforce Hub).
- Act as the main point of contact for business partners regarding service delivery, operational matters, and support requests.
- Gather feedback from users and business units to identify areas for improvement, address problems, and enhance user experience.
- Provide regular updates and reports on performance, service quality, project status, and key initiatives to management and relevant partners.
- Develop and maintain comprehensive documentation for SieSales processes, configurations, service procedures, and knowledge articles.
- Find opportunities to optimize service management, streamline processes, and enhance overall service efficiency and user experience.
- Stay informed about new Salesforce features, releases, standard processes, and industry trends to improve service experience and tool adoption.
- Handle relationships with service integration partner and other vendors to ensure service quality and value.
Use your skills to move the world forward!
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- 10+ years of experience in IT service management, or project management, with a solid focus on Salesforce technology stack.
- Demonstrable experience in leading complex IT systems and ensuring operational excellence, including incident, problem, and change management.
- Solid understanding of the Salesforce platform capabilities, including core clouds (Sales Cloud, Service Cloud) and common features.
- Familiarity with Salesforce architecture, data model, security settings, and declarative configuration (e.g., workflows, process builder, flows, custom objects, fields).
- Solid knowledge of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
- Superb communication (written and verbal), interpersonal, and partner leadership skills.
- Strong analytical, critical thinking, and problem-solving abilities.
- Ability to prioritize tasks, manage multiple projects simultaneously, and work effectively under pressure in a fast-paced environment.
- A collaborative attitude, and a commitment to continuous improvement.
- Relevant Salesforce certifications
- ITIL Foundation certification or higher.
- Experience in a global enterprise environment, managing distributed teams or participants.
- Familiarity with integration technologies (e.g., APIs, middleware like MuleSoft) connecting Salesforce to other enterprise systems.
- Experience with reporting tools and dashboards within Salesforce or external BI tools.
Create a better #TomorrowWithUs!
This role is based in Pune, Bangalore, and Mumbai, where you'll get the chance to work with teams impacting entire cities, countries - and the shape of things to come.
We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.
We're Siemens. A collection of over 312,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we encourage applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us shape tomorrow.
Find out more about Siemens careers at: www.siemens.com/careers
Find out more about the Digital world of Siemens here: www.siemens.com/careers/digitalminds
