Salesforce Service Manager

Job Details:

• Role: Salesforce Service Manager
• Total Experience: 10+ Years
• Relevant Experience: 10+ Years
• BGV/Compliance: EP / Citizen / PR
• Location: Singapore On Site
• Work Mode: 5 days Work from Office
• Budget: (Open to Market )

KeyResponsibilities

1.Technical Service Ownership

. Own end-to-end SalesforceService Cloud platform for customer service operations

. Ensure high availability,performance, and scalability for high-volume telco workloads

. Lead incident, problem, andchange management with root cause analysis (RCA)

. Define and enforce SLA/SLO/SLImetrics

2.Solution Architecture & Design

. Define and govern Salesforcearchitecture aligned with enterprise standards

. Design scalable solutions for:

. Case management &omnichannel routing

. Complaint & escalationhandling

. Service request lifecycle

. Review and approve solutiondesign, technical specifications, and code quality

. Ensure best practices in datamodel design, security, and performance optimization

3.Integration with Telco Ecosystem (BSS/OSS)

. Lead integration betweenSalesforce and telco systems:

. Billing & chargingplatforms

. Order Management Systems (OMS)

. CRM/CDP systems

. Network provisioning &assurance systems

. Define integration patterns:

. Real-time APIs (REST/SOAP)

. Event-driven architecture(streaming, queues)

. Batch/data synchronization

. Ensure data consistency,latency optimization, and fault tolerance
DevOps& Release Management

. Establish and manage CI/CDpipelines for Salesforce deployments

. Oversee version control,environment strategy, and release governance

. Ensure automated testing, codereview, and deployment quality

Drive adoption of DevOps best practices