SENIOR SALESFORCE SERVICE MANAGER

ALOIS Australia is a leading Talent and Technology Solutions company, focused on helping businesses across the country build stronger teams, smarter processes, and sustainable growth.

We work with organisations in diverse industries to deliver integrated workforce and technology solutions, from innovative hiring strategies to end-to-end digital transformation. Our approach combines data, insight, and human expertise to help clients solve complex workforce challenges with clarity and confidence.

Through our deep industry experience and commitment to excellence, we provide scalable, high-performance solutions that deliver measurable impact. Whether it’s onshore project delivery, workforce optimisation, or specialised technology services, ALOIS Australia ensures results that truly make a difference.

From Sydney to Perth and everywhere in between, we’re driven by one purpose: to empower Australian businesses and professionals to thrive in a rapidly changing world of work. At ALOIS Australia, every challenge is an opportunity to innovate, and every partnership is built on trust, transparency, and long-term success.

Job Title – Senior Salesforce Service Manager

Job Location – Melbourne

Employment Type – Permanent

What Role You Will Play In Team

Role Overview

We are seeking a highly experienced Senior Salesforce Service Manager to lead Salesforce application support and maintenance services. This role requires strong expertise in ITIL-aligned service management, understanding of Salesforce applications, and proven ability to manage large-scale, SLA-driven support environments. The ideal candidate will bring leadership in managing support teams, ensuring high availability, stability, and continuous improvement of the Salesforce implementations done by the Development teams.

Key Responsibilities

• Lead and manage the end-to-end Salesforce Application Support & Maintenance (AMS) function, ensuring smooth operations and adherence to SLAs.
• Act as the service owner for Salesforce applications, ensuring service quality, availability, and compliance.
• Drive ITIL-aligned processes (Incident, Problem, Change, Release, and Knowledge Management) across the Salesforce support landscape.
• Manage a team of Salesforce Support Engineers, Administrators, and Business Analysts, providing direction, mentoring, and performance management.
• Serve as the primary escalation point for Salesforce-related issues and outages, coordinating with business, operations, and technical teams.
• Establish proactive monitoring, reporting, and governance dashboards for Salesforce applications.
• Collaborate with development and project teams to ensure smooth handover from build to run (transition management).
• Work closely with business stakeholders to prioritize enhancements, resolve recurring issues, and improve service quality.
• Drive continuous service improvements, automation, and knowledge base development for Salesforce support.
• Manage vendor/partner relationships (if applicable) for Salesforce support delivery.
• Provide executive-level updates on application performance, risks, and roadmap alignment.
• Manage the Salesforce application implemented across various clouds like service, sales and CPQ end-end project management.

Required Skills & Experience

• 12–15 years of overall IT experience, with at least 7–8 years in Salesforce application management/support roles.
• Strong understanding of ITIL processes and proven experience in Application Maintenance & Support (AMS) leadership.
• Experience leading L1/L2/L3 support functions for complex enterprise Salesforce implementations.
• Strong incident and problem management skills, including handling high-severity incidents and root cause analysis.
• Excellent understanding of Salesforce platform capabilities, configurations, workflows, and integrations.
• Proven ability to manage stakeholder relationships at CXO, business, and technical levels.
• Strong leadership, communication, and people management skills.
• Experience in governance reporting, SLA adherence, and continuous service improvement frameworks.
• Experience in managing outsourced/partner-based delivery models.
• Experience in handling Salesforce project AMS model the team at onsite and offshore.

Preferred Qualifications

• Salesforce certifications such as Administrator, Service Cloud Consultant, or Sales Cloud Consultant.
• ITIL v3/v4 Foundation or higher-level certification.

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EEO Statement

ALOIS Australia is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all qualified applicants and do not discriminate on the basis of race, colour, religion, sex, age, national origin, disability, or any other characteristic protected under applicable laws. We value diversity and believe it strengthens our people, our culture, and the outcomes we deliver.