Placement papers | Freshers Walkin | Jobs daily: Lead Service Delivery Manager at Salesforce (Herndon, VA)

Search jobs and placement papers

Lead Service Delivery Manager at Salesforce (Herndon, VA)

The Solutions Manager role is a cross functional delivery owner, with ownership of key responsibilities which require delivery across multiple competences, and delivery organizations across both the Technology and Product functional areas. The Solutions Manager role is highly customer facing, and requires intimacy with customer strategy and priorities.
Solution Managers are expected to be able to quickly identify a critical demand, identify and form the best and most efficient team in order to action and plan to fulfil that demand, whilst moving those deliverables into a Business As Usual flow which can be adopted and managed with minimal operational overhead.
The Solutions Manager is accountable for the cross functional delivery of the Problem Management service for the entire company.

Key tasks and Responsibilities
Accountable and/or responsible for:
the overall delivery of the Problem Management service, ensuring effective planning, tracking, reporting, management, and achievement of contractual key performance indicators and measures.
the development, improvement and fulfillment of the PM strategy ensuring its alignment with the overall managed services delivery across Salesforce.
defining and maintaining Problem Management policy ensuring it aligns with best practice at the global level and changes in external “best practice”.
maintaining and developing effective business relationships with key customers and stakeholders ensuring clear processes are in place to manage Problem Management activities in line with business and customer risks and benefits.
assuring a CSI (continuous service improvement) plan for the Problem Management service working closely with Cloud Scrum Masters to ensure specific improvement activities are managed and delivered within agreed timescales.
ensuring proper dimensioning of the Problem Management delivery teams according to the Service demand and mid/long term strategy and working with the relevant delivery unit to address any changes.
providing necessary support to other Solutions Managers acting as a buddy to cover key activities or assuming ownership of specific streams of work.

Technical Competencies
Experience working within a customer lead environment with ability to manage customer expectations and build/maintain key relationships.
Proven experience in driving and owning service improvement.
Able to relay and share technical information to technical and non-technical teams & leaders, concisely and confidently. In order to achieve strategic and tactical influence in line with the objectives of the team.
Proven experience in the leading Problem Management function/activities.
Good understanding of ITIL incident, problem, change, CSI and service introduction principles and practices.

Key personal traits
Able to lead a diverse team of technical experts by example, adapting leadership style to best meet scenarios and individuals.
Excellent communication and relationship management skills with ability to lead/steer decision making process
Strong and confident team player/leader (formal and virtual teams), able to question ideas and conclusions to refine and improve.
Naturally comfortable taking ownership, driving teams and activities end to end, deciding and initiating actions and holding people to account in the delivery of action plans.
Analytical and strong problem-solving skills, with thorough attention to detail.
Target focussed with exceptional planning skills.
Passionate and persistent when working towards challenging objectives, able to insight motivation and drive in others

6-8 years experience in working in a high-availability environment and ability to work across multiple technical teams.
6-8 years experience with Service Management Tools such as ServiceNow, BMC or equivalent.
Experience in coding (Java, C++, C#, Ruby, Python or other)
Must have spent sometime in an agile team.
ITIL Service Operations Certificate or similar.
Experience of working within a busy environment in a problem manager role.
Very good understanding and awareness of the ITIL or other Problem management process and procedures.
Strong individual with the ability to communicate and negotiate at all levels.
Good organizational skills plus the ability to motivate people across the organization to provide solutions.
Bachelor of Science Degree.
Strong project management experience and the ability to drive multiple projects to closure in a timely manner.

ITIL Intermediate Certification (plus one or more of the following)
Continual Service Improvement.
Operational Support and Analysis.
Release Control and Validation.
Service Transition.
Decision maker with a operational outlook.
Experience of working in a large organisation.
Good interpersonal, communication and presentation skills.
Ability to navigate salesforce application.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

by via developer jobs - Stack Overflow

No comments:

Post a Comment