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AMS Manager

The AMS Manager provides strategic leadership for Application Managed Services (AMS), ensuring the stability, performance, and continuous evolution of the Salesforce Service Cloud ecosystem. This onsite leadership role bridges the gap between complex CRM functionality and enterprise-grade program management. The Manager is responsible for the end-to-end service delivery lifecycle, including the oversight of critical Mule Soft integrations and the alignment of support outcomes with global business objectives.

Core Responsibilities:

1. Service Delivery & Operational Governance:

• Lead comprehensive AMS operations for Salesforce Service Cloud, maintaining rigorous system stability and performance standards.
• Govern Incident, Problem, and Change Management processes, ensuring strict adherence to established SLAs and KPIs.
• Monitor service metrics and incident trends to implement proactive architectural and process improvements.
• Manage onsite support teams, providing technical guidance and ensuring high-quality service delivery.

2. Integration & Functional Oversight:

• Orchestrate and manage complex integration workflows utilizing Mule Soft to ensure seamless data flow across the enterprise.
• Oversee Salesforce Service Cloud configurations, customizations, and ongoing support activities.
• Ensure the integrity of CRM processes and customer service operations through disciplined technical oversight.

3. Program Management & Stakeholder Engagement:

• Drive program management initiatives, including strategic planning, resource tracking, and executive-level reporting.
• Act as the primary liaison between cross-functional departments (Sales, Marketing, IT) to prioritize enhancements and support requests.
• Champion continuous improvement initiatives to enhance system scalability and user experience.

Technical Requirements:

• Salesforce Expertise: 6–9 years of experience in Salesforce Service Cloud (functional/technical).
• Integration Mastery: 3–5 years of hands-on experience managing Mule Soft integrations within a production environment.
• Service Management:
  Proven track record in Application Managed Services (AMS) or high-volume support environments.
• Leadership:
  Demonstrated ability to manage onsite operations, cross-functional teams, and complex stakeholder landscapes.
• Frameworks:
  Strong command of structured incident, problem, and change management frameworks.

Preferred Qualifications:

• Experience with Salesforce Data Cloud and Marketing Cloud.
• Advanced knowledge of enterprise-level integration patterns and data platforms.
• Familiarity with large-scale digital transformation and CRM optimization.

Performance Indicators (90-Day Success):

• Optimization of the support queue, resulting in improved SLA compliance and reduced aged incidents.
• Stabilization of critical Mule Soft integration points and enhanced monitoring protocols.
• Establishment of a clear governance framework for prioritizing cross-functional CRM enhancements.