DXO - Salesforce Service Delivery Specialist
Cargill
San Antonio de Belen Heredia Costa Rica
hace 6 días

Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience.

We have 155,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.

Description

This position is responsible for delivering and managing the end-to-end services for the assigned SFDC Instance within Global IT, ensuring services are provided and continuously improving.

This role is responsible for designing, building, sustaining, pricing, and enhancing the service, including service delivery and cost recovery.

This position will drive application standardization for the instance, and will collaborate with Instance Owners, BU leadership and BRMs to understand the business outcomes of the service, and with architects, technology brokers, and external service providers to understand the underlying technologies.

This position will track service KPIs to drive ongoing improvements in service delivery performance. This position will be responsible for setting and executing the strategic vision of the team, ensuring the team is delivering on its promises to the business, and creating a high performing environment through talent management and people leadership..

This position will need to provide broad oversight and guidance for a medium-size team with a moderate scope of activities with SFDC Service delivery organization, and oversees highly complex application support activities requiring deep and extensive application support knowledge.

Leads, advises and makes decisions on all major application support activities or projects with medium term outlook. Activities include : relationship and service management, application implementation and release management, break / fix problem resolution, application monitoring and maintenance, and continuous improvement.

This position will be the key contact with SFDC Instance Owners and CBS Salesforce Lead consuming the service as it relates to delivery of SFDC Services for the Instance, and will need to ensure a comprehensive understanding of the business needs.

  • This position will partner with the Enterprise Process Owners & Managers on application planning and value realization activities;
  • and with the Regional SFDC Deployment Leads who focus on execution and delivery. This position will define the reporting and metrics needed to manage the instance and then ensure the SFDC organization is delivering against those needs.

    This position will have responsibilities in the following areas :

  • Participates in developing the service strategy for the assigned SFDC Instance.
  • Leadership of development and sustain activities for the instance.
  • Create an annual strategy to develop and enhance the Instance services.
  • Understands IT service cost drivers and connects cost of service to consumption drivers
  • Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization
  • Guides continuous improvement efforts for the Instance.
  • Meets with service architects to discuss impact of new technologies and the architecture roadmap
  • Manages the SLAs for the E2E Service (internal Business Partners / external Vendors & 3rd party partners)
  • Drives standardization (versus customization) of the Instance.
  • Responsible for cross-Instance alignment with peer E2E Instance owners.
  • Responsible for service descriptions for E2E Service Catalogue.
  • Responsible for partner relationship management (SFDC / Cognizant / Conga / PROS / Other Managed Apps in Salesforce)
  • Required Qualifications

  • Bachelor’s Degree ( 8 years) in IT, or Computer Science or equivalent in experience
  • Experience in service delivery advisory, management and service introduction
  • 5 years of IT and business / industry work experience
  • 3 years’ experience managing SFDC applications including support & maintenance
  • 3 years of leadership experience.
  • Experience managing for ITIL processes
  • Experience working in a global, matrixed, leveraged organization
  • Experience anticipating emerging issues, problem solving and implementing new business solutions across process data and technology
  • Experience interacting effectively, confidentially and appropriately with various levels management and customers
  • Demonstrates ability to lead Change Management efforts
  • Ability to Deliver Results (Quality & Benefits)
  • Strong collaboration and influencing skills
  • Demonstrates ability to be successful in ambiguous situations
  • Demonstrates experience owning and negotiating SLA’s / OLA’s
  • Demonstrates experience managing cost / quality / schedule controls
  • Demonstrates experience in multiple areas of operations e.g. Break-fix, Managing Services, etc.
  • Demonstrates leadership skills; ability to lead global teams
  • Ability to work across multiple groups and geographies to solve operations problems and avoid continuity risk
  • Business fluency in English and local languages as defined
  • Ability to travel up to 20%
  • Preferred Qualifications

  • Master’s Degree (MBA).
  • 5 years’ experience in SFDC Development and Service delivery
  • Project management / Scrum certification preferred
  • Experience in a large SFDC environment
  • Fluent Portuguese
  • Information Technology

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