Description

The Salesforce Technical Manager - ITSM is responsible for leading a team of technical architects while designing and managing the successful delivery of complex Salesforce ITSM solutions for our customers. This leader combines deep technical expertise with team leadership and practice-building capabilities. These technologies include—but are not necessarily limited to—Salesforce.com products, Slack, Agentforce, APIs, Apex/Visualforce, Lightning, and integration/ETL technologies.

You are both a big picture thinker and in-depth problem solver with knowledge and skills that are both broad and deep. You take pride in designing systems that stand up to high volumes and won't fail at critical points, while also developing talent and growing a high-performing practice. You have a strong mix of technical and enterprise skills when it comes to architecting solutions. The solutions you design are built for the long-term and will scale seamlessly with customer growth plans.

Key Responsibilities

Technical Leadership

• Lead technical design sessions; design and document technical solutions aligned with client business objectives; identify gaps between client's current and desired end states

• Provide oversight and governance of Salesforce projects across multiple engagements

• Translate business requirements into well-architected solutions that best leverage the Salesforce platform

• Follow and help define coding standards; lead code reviews during projects to ensure quality and appropriate design patterns are followed

• Manage the technical delivery of custom development, integrations, and data migration elements of Salesforce implementations

• Ability to understand projects and deep dive to debug complex issues

• Liaise with Salesforce product teams to support client implementations

Client & Stakeholder Management

• Collaborate with client stakeholders to define requirements, deliverables, and set and manage expectations

• Lead a technical team and own customer and team engagement

• From time-to-time, participate in activities such as technical landscape discovery and Proof-Of-Concept (POC) development with prospects

• Travel to client sites for projects, estimated 50-75%

People & Practice Leadership

• Lead a team of technical architects and solution implementors

• Maintain billable utilization targets for your team

• Technical enablement of team members on the latest Salesforce products and processes

• Build and grow the ITSM practice

• Work with global teams for delivery across geographies with flexibility on work hours

• Demonstrate leadership as a "Leader of Leaders"

Business Performance

• Maintain a target billable utilization aligned to the role

• Drive practice growth and team productivity

Required Qualifications

Experience

• 10-15 years CRM experience with a minimum of 10 years on the Salesforce platform

• Must have experience of one end-to-end Service Cloud implementation involving Case management in IT service

• Must have managed a team of technical and solution implementors

• Experience building and growing a practice

• Strong background in design/development of large web-based systems, or complete software product lifecycle exposure

Technical Expertise

• Expert level understanding of the Salesforce product suite, including Sales, Service, Community, Marketing, and Commerce Clouds

• Understanding of systems architecture and ability to design scalable, performance-driven solutions

• Understanding of key design patterns and large data volume limitations and best practices

• Understanding of data sharing and visibility considerations and how these play into platform architecture

• Familiarity with platform authentication patterns (SAML, SSO, OAuth)

• Knowledge of data integration tools and experience integrating Salesforce with different business systems (ETL, CPQ, marketing automation, reporting, etc.)

• Strong understanding of environment management, release management, code versioning best practices, and deployment methodologies

• Experience with platform security capabilities (TLS, SSL)

• Expert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering comprehensive solutions

Certifications

• Active Salesforce certifications or ability to achieve relevant certifications upon hire

• Highly preferred: ITIL 4 Foundation Certificate

• Preferred Salesforce certifications:

• Salesforce Application Architect

• Salesforce System Architect

• Salesforce Service Cloud Consultant

• Salesforce Sales Cloud Consultant

Nice to Have

• Development experience in Agentforce and Slack