Role Overview
The Managed Services CoE Leader is responsible for owning and driving the delivery and growth of proactive, high-quality Salesforce managed services from India. This role ensures seamless operations, preventive maintenance, and continuous improvement of the Salesforce platform for a global client base. The leader balances operational excellence with innovation to enhance service performance and client satisfaction.
Experience: 8–12 years
Location: Jaipur, Rajasthan, India
Shift: EMEA/USA-East (1400 PM – 2300 IST)
Reporting To: Director / VP Delivery
Chargeability – 80%
Key Responsibilities
- Team Leadership: Lead and develop a cross-functional team comprising Salesforce Administrators, Developers, and QA specialists to deliver managed services with high quality and efficiency.
- Service Management: Oversee service level agreements (SLAs), monitor service performance, and ensure high client satisfaction through proactive issue resolution and communication.
- Operational Excellence: Implement automation, predictive monitoring, and best practices to drive operational efficiency, reduce downtime, and improve service reliability.
- Tool & Dashboard Development: Build and maintain reusable tools, dashboards, and reporting mechanisms to provide transparency and continuous insight into service health and performance.
- Portfolio Growth: Identify opportunities to expand the managed services portfolio through innovative solutions, process improvements, and value-added initiatives.
- Customer Engagement: Foster a customer-first culture that emphasizes strong client retention, proactive stakeholder management, and continuous engagement.
Qualifications
- 8 to 12 years of experience in Salesforce managed services, application support leadership, or related service delivery roles.
- Deep knowledge of Salesforce platform maintenance, security protocols, enhancement practices, and incident management.
- Proven ability to manage global clients and support 24×7 operations in a complex environment.
- Experience with SLA management, IT service management frameworks, and customer satisfaction metrics.
Preferred Skills
- ITIL certification or other recognized service management qualifications.
- Strong understanding of Salesforce release management and change control processes.
- Experience with monitoring and automation tools relevant to managed services.
- Excellent communication, stakeholder management, and problem-solving capabilities.
- Ability to lead cultural transformation focused on customer satisfaction and continuous improvement.
Disclaimers
- Equal Employment Opportunity
- At Cloud for Good, we are proud to be an Equal Opportunity Employer and adhere to the principles of Equal Employment Opportunity (EEO). We do not discriminate in employment decisions or practices on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other legally protected characteristic.
- Our commitment to non-discrimination applies across every location in which our company operates, and it encompasses all aspects of employment.
- Cloud for Good strongly encourages individuals from diverse backgrounds and identities to apply. Our commitment to diversity not only strengthens our workplace culture but also drives better outcomes for our clients.
- We value inclusivity and want applicants who may require special assistance or accommodation during the interview process to know we’re here to assist you.
- Use of AI in Interviewing
- At Cloud for Good, we believe in conducting interviews that are fair, equitable, and designed to evaluate candidates based on their qualifications and experience, with the organization. To ensure that all candidates are given an equal opportunity to demonstrate their abilities, we prohibit the use of AI or any other type of machine learning tools during the interview process.
- Candidates are expected to participate in the interview process remotely using video conferencing. Any attempt to use AI or similar technology to respond to interview questions, analyze or provide feedback on the interview process, or perform any other interview-related tasks is strictly prohibited and will be considered a violation of our policy.
- We understand that some candidates may have disabilities or other circumstances that require accommodation during the interview process. In such cases, we will make reasonable accommodations to enable candidates to participate in the interview process to the best of their ability. However, we do not permit the use of AI or similar technology as a substitute for direct participation in the interview.