Salesforce Applications Lead

1 month ago

London, United Kingdom International SOS Full time

International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. Established 35 years ago, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO’s and governments around the world.

**About the role**:
Are you a seasoned Salesforce expert ready to take on a pivotal role in a world leading organisation? We are seeking a results-driven and strategic Buisness Applications Manager to oversee the operational health and efficiency of our Salesforce ecosystem. With Salesforce Service Cloud at the core and integration of 15+ Business Applications, you will play a key role in maximizing our technology's contribution to organisational objectives.

**Key responsibilities**:

- ** Salesforce Support Management**:

- Oversee day-to-day support operations, ensuring timely resolution of end-users' requests.
- Prioritize and manage the support queue, addressing critical issues promptly to minimize business impact.
- ** Defects Resolution**:

- Lead identification and resolution of defects, collaborating with cross-functional teams to implement corrective actions.
- ** Change Requests Management**:

- Manage intake and execution of minor change requests, ensuring alignment with business objectives.
- ** Stakeholder Communication and Training**:

- Serve as the primary contact for business stakeholders, providing updates and gathering feedback.
- Collaborate with Training Teams to ensure necessary updates to training materials.
- ** Team Leadership**:

- Lead and manage a team of Salesforce administrators and Business Applications support specialists.
- Provide coaching, mentorship, and professional development opportunities.
- ** Vendor Management and Collaboration**:

- Manage Application Enhancement and Maintenance Outsourcing (AEMO) service provider.
- Facilitate smooth handover of projects from development to support.
- ** Platform Performance Monitoring and Optimization**:

- Implement and monitor performance metrics, proactively addressing issues to enhance system performance.
- ** Documentation and Knowledge Sharing**:

- Maintain comprehensive documentation of configurations, customizations, and supported processes.
- Facilitate knowledge sharing within the team for business continuity.

**About you**:

- Strong understanding of Salesforce Service Cloud best practices.
- Thorough knowledge of project management concepts, practices, and Agile Methodology.
- Excellent presentation and communication skills for diverse audiences.
- Hands-on experience with configuring and maintaining Salesforce Service Cloud.
- Experience with Confluence and/or Jira
- Proven experience in implementing Technical Governance and driving adoption.

At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development. We encourage every person to be their personal best by creating an environment of inclusion, equality and support.

International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2021.

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