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This Position reports to:

Service Business Process Manager:

Your role and responsibilities

In this role, you will have the opportunity to oversee end‑to‑end Salesforce service delivery. Each day, you will work closely with system integrators, manage performance and resources, and handle key escalations to ensure smooth and efficient operations. You will also showcase your expertise by optimizing costs, strengthening vendor partnerships, and driving continuous improvements across AMS (Application Management Services).

You will be mainly accountable for:

• End-to-End Service Ownership & Governance: IS Service Manager who takes ownership of complete Salesforce service delivery lifecycle with full accountability for service governance, operational performance, KPIs and SLA’s monitoring, and data-driven insights to optimize efficiency and quality across the platform and integrated systems (e.g. Mulesoft, SAP, Service Now, Mobile application). Web based and mobile solutions delivery required.
• Data & Analytics-Driven Decision Making: Leverage analytics to assess service performance, manage demand/resources/budgets, and drive strategic improvements using data insights from Salesforce and application landscape using Microsoft tool or similar to drive continuous improvement across operations and to feed back to development and delivery where necessary.
• Integration & Automation Expertise: Oversee complex system integrations and automation initiatives within landscape architecture, implementing AI-enabled enhancements to increase service reliability, availability, and operational efficiency.
• Continuous Improvement & Vendor Management: Serve as key liaison between operations, business, product development, and management teams, translating business requirements into high-level architectural solutions and proposing automation strategies to address operational challenges while leading continuous improvement cycles and managing global service delivery towards optimization.

Qualifications for the role

• You have 8+ years of experience in service and vendor management, including 4+ years with Salesforce AMS in Service domains, and you are highly skilled in service management methodologies, vendor governance, and IT operational frameworks, thriving in Salesforce‑driven environments within technology‑focused industrial or engineering sectors.
• You are proficient in Salesforce Service Cloud, Salesforce Field Service, Customer Support, and Case Management, and you can manage complex, multi‑vendor service landscapes.
• You have strong knowledge of service‑level governance, including SLAs, OLAs, KPIs, operational reporting, and performance monitoring to keep services aligned with business needs.
• You are trained in established service management frameworks—ideally with certifications such as ITIL 4, COBIT, or SIAM Foundation—and you build strong relationships with stakeholders, platform partners (Salesforce), system integrators, and third‑party vendors to ensure smooth service delivery and compliance.
• You are passionate about continuous improvement and operational excellence, proactively solving service issues, anticipating disruptions, and driving long‑term service sustainability through data‑driven decisions, while building strong relationships and collaborating effectively with stakeholders, platform partners (Salesforce), system integrators, and third‑party vendors to ensure smooth delivery and contractual compliance.
• You have extensive knowledge grounded in a Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field; a Master’s (MBA) is considered a strong advantage.
• You communicate with ease in English, both verbally and in writing, enabling you to convey complex information clearly and collaborate effectively across technical and non‑technical audiences.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. We welcome people from all backgrounds and experiences.

Ready to make an impact? Apply today or visit www.abb.com to learn more about the impact of our solutions across the globe.

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