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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-senior managed-services role with common title and global exposure yields moderate candidate competition.
Role requires Salesforce Service Cloud and managed-services experience, making cross-industry transferability limited and highly domain-sensitive.
Explicit 8–12 years plus mandatory Salesforce managed-services, 24×7 support, ITSM and team leadership make filtering stringent.
Job Description
Structured overview of role & requirementsAbout This Role
Lead end-to-end delivery and operational management of 24×7 Salesforce Managed Services engagements across global regions including EMEA, APAC, ANZ, US, and Canada.
Manage a distributed team of 15–20+ resources, ensuring SLA, KPI, CSAT, and service quality targets are met consistently while handling incident, problem, change, and escalation management.
Act as primary client contact managing communication, reviews, escalations and driving continuous improvement initiatives to enhance service quality and operational efficiency.
Minimum Requirements
8–12 years of overall IT experience with significant experience in Salesforce Managed Services and 24×7 production support.
Proven experience managing global Salesforce Managed Service engagements and distributed teams of 15–20+ members.
Strong knowledge of Salesforce Service Cloud, Salesforce administration, incident and escalation management, and ITSM principles (e.g., ITIL), with experience using Jira or similar ITSM tools.
Work Mode: Managed Services / 24×7 Support Environment with flexible/rotational shifts covering multiple time zones (EMEA, APAC, ANZ, US, Canada).
Ideal Candidate Profile
Experienced in managing large-scale global Salesforce Managed Services operations with demonstrated ability to handle multi-regional client interactions and service delivery governance.
Strong leadership skills with capability to manage, mentor, and coordinate cross-functional teams (administrators, developers, support) in a 24×7 support context.
Data-driven and process-oriented approach focusing on SLA adherence, reporting, escalation management, and continuous operational improvements.