Service Manager

Service Management: Manage day-to-day operations of L2/L3 support teams handling incidents, service requests, and minor enhancements. Ensure timely and high-quality resolution of issues across Service, Experience, and Loyalty Clouds. Monitor and enforce adherence to SLA targets and escalation protocols. Act as the primary point of contact for business stakeholders regarding support operations and issue escalations. Coordinate with technical and functional leads to align support work with platform and business priorities. People & Process Management: Lead a team of L2 and L3 Salesforce specialists; assign, track, and review tasks. Facilitate shift planning, resource optimization, and skill development across the support team. Champion continuous improvement in service delivery processes and knowledge management. Mentor junior team members and promote cross-training to reduce risk and improve coverage. Reporting & Stakeholder Communication: Prepare and share weekly/monthly SLA and KPI dashboards (e.g., ticket volume, resolution time, backlog, root cause trends). Analyze performance trends and recommend actions for efficiency and service quality improvements. Host service review meetings with stakeholders to discuss performance, risks, and upcoming changes. Ensure accurate documentation of incidents, changes, and resolutions in ITSM tools (e.g., Jira, ServiceNow). 8+ years in a team lead or service management role. Proven experience in managing BAU support operations, including incident triage, RCA, and reporting. Familiarity with ITIL processes and ITSM tools (e.g., Jira, ServiceNow). Excellent stakeholder management, communication, and team leadership skills.