Salesforce Service Delivery Manager Framingham, Mass rec

Salesforce Service Delivery Manager
Location: Framingham, MA
Contract length: 6+ months

Job Summary:
Information Technology and Solutions is searching for a Salesforce.com Service Manager to assist in the delivery of Patient Services capabilities for Rare Disease. This position will oversee all aspects of service delivery striving toward operational excellence as well as successful project delivery. Ensures the set-up of the operational service model/framework and ensures its delivery according to agreements with service recipient representatives. Promotes service continuous improvement cycles in collaboration with the Service Owner and third parties.

Responsibilities and Duties:

1. Act as primary point of contact to service recipients for escalation purposes.
2. Monitor the service recipient's satisfaction.
3. Publish return of experience reports to service owner for enhancement and improvement purposes.
4. Identify and propose service improvements opportunities.
5. Advise service recipients on best practices to maximize the benefit of the existing service.
6. Accountable for day-to-day service delivery for the related service components (i.e application, solution, platform, processes).
7. Ensure the set up and monitoring of the operational activity according to agreements with the service recipients and governance representatives at the agreed level.
8. Key contributor of continuous improvement activities in case of SLA breach.
9. Coordinate contributor's activities involved in Service Delivery.
10. Ensure for capacity planning providing right inputs to operational teams.
11. Ensure integration and implementation of Service evolutions and enhancements.
12. Contribute on Service Contract setup and reviews according to Service owner guidance.
13. Provide tangible inputs to design and improve the Financial Model of the Service.
14. Feed and contribute to the Service Line review.
15. Ensure the right configuration and settings of ITSM tools.
16. Responsible for security and regulatory compliance.

Main Competencies:

1. Strong experience with Salesforce technologies is required (Sales Cloud, Service Cloud, Pardot, Marketing Cloud).
2. Experience with Salesforce coding, Configuration, and Salesforce Administration is a MUST.
3. Business acumen & Business Partnering.
4. Compliance and Regulatory knowledge.
5. Cost Management.
6. Performance Management (KPI) & Data analytics.
7. Vendor Management.
8. Specific technical expertise, Salesforce.com.
9. Advanced Service Management.

Transversal Skills:

1. Interpersonal Communication Skills.
2. Problem Solving.
3. Advanced.
4. Transversal Collaboration.

Main Interactions:

1. ITS Service Line Leadership.
2. Service Ownership.
3. Infrastructure Service Delivery.
4. Domain Expertise.
5. DevOps engineering.
6. Business stakeholders.
7. Vendors & strategic partners.

Experience:
At least 8+ years of experience in a similar role.

IMPORTANT: All resumes must be submitted with a brief candidate summary that outlines the key qualifications required for this position as per the job description. Candidates without a proper write-up will not be forwarded to the client.