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Salesforce Service ManagerAvance Consulting · Melbourne, Victoria, Australia
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Avance Consulting

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Salesforce Service Manager

🗓️ Posted 2026-09-18 Melbourne, Victoria, Australia Full-time Hybrid ICT
💰 Salary Not shared 📊 Market A$9,167–A$11,667/mo

About the Company

We are looking for a Senior Salesforce Service Manager to lead Salesforce Application Support & Maintenance (AMS) across enterprise environments. The role will own service delivery, SLA performance, ITIL processes, support teams, stakeholder management, and continuous improvement across Salesforce Service Cloud, Sales Cloud, and CPQ .

Responsibilities

  • ● Lead end-to-end Salesforce AMS/Application Support and ensure SLA, availability, and service quality.
  • ● Own Incident, Problem, Change, Release, and Knowledge Management processes aligned with ITIL.
  • ● Manage L1/L2/L3 Salesforce support teams , including Engineers, Administrators, and Business Analysts.
  • ● Act as the key escalation point for critical Salesforce incidents and outages.
  • ● Drive service governance, reporting, monitoring, RCA, and continuous improvement .
  • ● Manage Build-to-Run / Project-to-AMS transition with development and project teams.
  • ● Partner with business and CXO-level stakeholders to prioritize issues and enhancements.
  • ● Manage onsite/offshore teams and vendor/partner delivery models .
  • ● Provide executive-level reporting on service performance, risks, SLAs, and roadmap.
  • ● Oversee Salesforce applications across Service Cloud, Sales Cloud, and CPQ . Required Skills
  • ● -15 years overall IT experience with 7-8+ years in Salesforce Application Management/Support .
  • ● Strong Salesforce AMS and ITIL Service Management experience.
  • ● Strong Incident & Problem Management, RCA, SLA/KPI and Service Governance skills.
  • ● Good understanding of Salesforce configuration, workflows, integrations, Service Cloud, Sales Cloud, and CPQ .
  • ● Strong people leadership, stakeholder management, communication, and escalation management .
  • ● Salesforce Administrator / Service Cloud / Sales Cloud certification.
  • ● ITIL v3/v4 Foundation or higher