We are seeking an experienced Salesforce Service Cloud AMS Manager for a 36-month onsite engagement at Deloitte’s San Francisco office. This role leads Application Managed Services (AMS) operations for Salesforce Service Cloud, ensuring stable system performance, efficient support delivery, and continuous improvement of CRM applications. The position combines deep Salesforce functional expertise with program management and integration oversight (MuleSoft), managing support teams, stakeholders, and service delivery in a fast-paced onsite environment.
KEY 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; implement targeted improvements.
• Work cross-functionally with Sales, Marketing, and IT teams.
• Provide leadership, guidance, and coordination for support teams.
REQUIRED QUALIFICATIONS
• 6–9 years of experience in Salesforce Service Cloud (functional and/or technical).
• Strong experience in Application Managed Services (AMS) or support environments.
• Proven experience in program management and service delivery.
• 3–5 years of hands-on experience with MuleSoft integrations.
• 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.
KEY SKILLS
• Salesforce Service Cloud – AMS / Application Managed Services
• MuleSoft Integration Management
• Incident, Problem & Change Management
• Program Management & Service Delivery
• CRM Operations & Continuous Improvement
• KPI Monitoring & SLA Compliance
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