Senior Manager It Salesforce

Key Responsibilities Service Ownership Operational Excellence Own the stability scalability and secure operations of the Salesforce ecosystem Sales Cloud Service Cloud CPQ including connected platforms such as ServiceMax and eCommerce Ensure high system availability performance and user satisfaction by implementing ITSM best practices for incident change and problem management Drive proactive monitoring capacity planning and operational health checks to maintain adherence to SLAs and KPIs Lead environment lifecycle planning including org management release cycles platform upgrades patching and security compliance Accountable for stable reliable and secure operations across all enterprise applications ensuring adherence to defined SLAs and KPIs Business Relationship Management Act as a trusted partner to Sales Marketing Service Field Operations and Commercial leaders ensuring Salesforce solutions are aligned with evolving business strategies Conduct regular stakeholder engagement sessions to gather new requirements communicate roadmap plans and drive adoption of new features Translate complex business needs into scalable Salesforce solutions ensuring value realization across user journeys and end-to-end processes like Lead-to-Quote Quote-to-Cash and Case Management Innovation Automation Transformation Lead continuous improvement and transformation initiatives by leveraging Salesforce-native capabilities automation Flows Process Builder and advanced tools like AI ML and Einstein Analytics Champion digital innovation in areas such as guided selling intelligent service dispatch mobile enablement and customer self-service portals Oversee strategic platform enhancements including Experience Cloud site rollouts Salesforce CPQ improvements and ServiceMax integrations Partner with enterprise architecture teams to align Salesforce roadmap with overall enterprise digital architecture and integration platforms like Boomi Vendor Partner Management Manage third-party vendors implementation partners and Salesforce consultants ensuring consistent delivery innovation input and adherence to SLAs Establish a governance model to evaluate vendor performance resource effectiveness and alignment to internal capability needs Ensure the platform is compliant with internal controls licensing usage and industry best practices Basic Qualifications Required Qualifications Experience Bachelor s or Master s degree in Computer Science Information Systems or related field 10 years of progressive experience in IT applications with at least 6 years of direct leadership in Salesforce ecosystem management Proven expertise in owning and scaling Salesforce platforms including CPQ Service Cloud and integrations with MDM and SAP systems Strong understanding of sales service partner portals and field operations processes as enabled by Salesforce and tools like ServiceMax Certified Salesforce Administrator additional certifications in CPQ Service Cloud Experience Cloud preferred Familiarity with integration platforms such as Boomi to ensure seamless end-to-end data flows and system orchestration Experience leading global support and delivery teams across onshore offshore models with strong vendor oversight Expertise in IT governance Agile Waterfall delivery methodologies change control and operational excellence frameworks e g ITIL PMP Preferred Characteristics Sense of urgency proactive and have good functional and technical understanding Exceptional stakeholder management skills with experience engaging business functions Lead vendor team in achieving high-performance across responsibility area Foster a culture of accountability collaboration innovation and customer focus Eger to learn and take up new challenges .