AMS Manager (Salesforce Service Cloud & MuleSoft)

Role Overview: The AMS Manager provides strategic leadership for Application Managed Services (AMS) , ensuring the stability, performance, and continuous evolution of the Salesforce Service Cloud ecosystem. This onsite leadership role bridges the gap between complex CRM functionality and enterprise-grade program management. The Manager is responsible for the end-to-end service delivery lifecycle, including the oversight of critical MuleSoft integrations and the alignment of support outcomes with global business objectives.

Core Responsibilities:

1. Service Delivery & Operational Governance:

• Lead comprehensive AMS operations for Salesforce Service Cloud, maintaining rigorous system stability and performance standards.

• Govern Incident, Problem, and Change Management processes, ensuring strict adherence to established SLAs and KPIs .

• Monitor service metrics and incident trends to implement proactive architectural and process improvements.

• Manage onsite support teams, providing technical guidance and ensuring high-quality service delivery.

2. Integration & Functional Oversight:

• Orchestrate and manage complex integration workflows utilizing MuleSoft to ensure seamless data flow across the enterprise.

• Oversee Salesforce Service Cloud configurations, customizations, and ongoing support activities.

• Ensure the integrity of CRM processes and customer service operations through disciplined technical oversight.

3. Program Management & Stakeholder Engagement:

• Drive program management initiatives, including strategic planning, resource tracking, and executive-level reporting.

• Act as the primary liaison between cross-functional departments (Sales, Marketing, IT) to prioritize enhancements and support requests.

• Champion continuous improvement initiatives to enhance system scalability and user experience.

Technical Requirements:

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

• Integration Mastery: 3–5 years of hands-on experience managing MuleSoft integrations within a production environment.

• Service Management: Proven track record in Application Managed Services (AMS) or high-volume support environments.

• Leadership: Demonstrated ability to manage onsite operations, cross-functional teams, and complex stakeholder landscapes.

• Frameworks: Strong command of structured incident, problem, and change management frameworks.

Preferred Qualifications:

• Experience with Salesforce Data Cloud and Marketing Cloud .

• Advanced knowledge of enterprise-level integration patterns and data platforms.

• Familiarity with large-scale digital transformation and CRM optimization.

Performance Indicators (90-Day Success):

• Optimization of the support queue, resulting in improved SLA compliance and reduced aged incidents.

• Stabilization of critical MuleSoft integration points and enhanced monitoring protocols.

• Establishment of a clear governance framework for prioritizing cross-functional CRM enhancements.