Service Delivery Operations Lead

• Responsible for the quality of presented reports
• Responsible for service organization
• Responsible for service improvement and optimization
• Taking the role of Problem Coordinator, Major Incident Manager if such problems occur in the service
• Communication with service leaders (i.e.: Delivery Managers, Delivery Service Managers, Support Lead, Lead Developer)
• Responsible for the ongoing adaptation processes to Client's needs
• Extending the cloud size
• Verification of the cloud technical level
• Responsible to set the on-call shifts for upcoming holidays
• Ensuring transfer of knowledge within the team so all team members are able to perform service tasks
• Ensuring that knowledge is appropriately documented
• Ensures process adherence in respective area and initiates corrective actions
• Ensures that tasks performed by the team are in compliance with procedures
• Responsible for the entire team's performance in order to meet required SLAs and KPIs
• Ensure high satisfaction level of the stakeholders that we are working to
• Facilitates regular ORG CCB meetings by providing input and data for decision process
• Facilitates regular meetings with ORG owners/decision-makers by providing input and data for decision process

• Demonstrates interpersonal, collaborative and commitment to operational excellence skills
• English at least at C1 level
• Experience in managing Salesforce-based services
• Excellent coordination, organizational and communication skills
• Proactive approach towards the managed area
• Able to prepare CSV documentation as per Client's requirements such as DCRs, SRAs
• Able to drive the internal Platform Projects and act as Project Manager

• 100% remote work (meetings in the Client's Warsaw office might happen from time to time + accidental trips to Germany to the client, like 1-2 per year)
• B2B via Experis
• MultiSport Plus
• Group insurance
• Medicover
• E-learning platform

Experis