Summary

The AMS Manager will lead Application Managed Services (AMS) operations for Salesforce Service Cloud, ensuring stable system performance, efficient support delivery, and continuous improvement of CRM applications. This role combines Salesforce functional expertise with program management and integration oversight (MuleSoft), managing support teams, stakeholders, and service delivery in a fast-paced onsite environment.

Responsibilities

Lead AMS operations for Salesforce Service Cloud, ensuring system stability and performance.

Manage incident, problem, and change management processes aligned with SLAs.

Oversee Salesforce Service Cloud configurations and support activities.

Coordinate and manage integration workflows using MuleSoft.

Drive program management activities, including planning, tracking, and reporting.

Collaborate with stakeholders to prioritize enhancements and support requests.

Ensure continuous improvement of CRM processes and system performance.

Monitor service metrics, KPIs, and incident trends, and implement improvements.

Work with cross-functional teams including Sales, Marketing, and IT.

Provide leadership, guidance, and coordination for support teams.

Requirements

6–9 years of experience in Salesforce Service Cloud (functional/technical).

Strong experience in Application Managed Services (AMS) or support environments.

Proven experience in program management and service delivery.

Hands-on experience with MuleSoft integrations (3–5 years).

Strong understanding of CRM processes and customer service operations.

Experience with incident, problem, and change management frameworks.

Excellent stakeholder management and communication skills.

Ability to manage onsite operations and cross-functional teams.

Preferred Skills

Experience with Salesforce Data Cloud.

Knowledge of Salesforce Marketing Cloud.

Familiarity with enterprise integration and data platforms.

Skills

• AMS
• Salesforce Service Cloud
• Application Managed Services