Service Manager (CRM)
Core
Accountable owner for service, operations, and governance of the Bank's Salesforce CRM platform in a regulated environment.
Role type
IT Service Manager (CRM Platform)
Builds
Salesforce Financial Service Cloud platform supporting c1500 colleagues
Domain
Banking / Financial Services / CRM
Required skills
Salesforce platform ownership, regulated environment experience, IT asset management, audit facilitation, DevOps capability, team leadership, security posture management, business continuity planning, incident/problem management, SLA management, vendor management
Preferred skills
Banking/insurance/financial services domain experience
Technologies
Salesforce Financial Service Cloud
Responsibilities
Establish and enforce platform policies aligned to risk frameworks, own the CRM platform as an IT asset, facilitate internal and external audit activities, ensure effective DevOps capability, lead and manage the platform administration team, own platform security posture, engage with risk partners for control management, maintain business continuity and disaster recovery plans, ensure monitoring and alerting for service availability, lead incident and problem management including root cause analysis, own service level frameworks and reporting, manage relationships with Salesforce and implementation partners, define operating model with Technical Leads, participate in release planning and change approval processes
