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
