Managed Services Lead

2 weeks ago

Jaipur, Rajasthan, India BOT Consulting Full time ₹ 6,00,000 - ₹ 24,00,000 per year

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.

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 emphasises strong client retention, proactive stakeholder management, and continuous engagement.

Requirements
Qualifications & Skills

  • 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 24x7 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.

Signs you may be a great fit

  • Impact: Play a pivotal role in shaping a rapidly growing venture studio with Cloud-driven digital transformation.
  • Culture: Thrive in a collaborative, innovative environment that values creativity, ownership, and agility.
  • Growth: Access professional development opportunities and mentorship from experienced peers.
  • Benefits: Competitive salary, wellness packages, and flexible work arrangements that support your lifestyle and goals.

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