Responsibilities

• As a SLM you will be ensuring that the organization’s services align with customer expectations, maintaining service quality and business objectives; 
• You will be negotiating and defining service level agreements (SLAs) with customers, documenting agreed-upon service levels to ensure transparency and accountability;  
• You will be ensuring business targets are met, driving customer satisfaction and service fulfillment through efficient service delivery;  
• You will be administering and managing data in Salesforce, overseeing 300+ users in the EU region, ensuring proper access, security, and operational efficiency;  
• You will be investigating and resolving issues related to data integrity, security, UI display, and technical performance within Salesforce and integrated applications;  
• You will be leading daily incident meetings and bi-weekly problem resolution discussions, ensuring that the team collaborates effectively to resolve complex issues;  
• You will be conducting monthly meetings with business stakeholders, discussing open issues, service performance, and continuous improvement initiatives; 
• You will be acting as a liaison between business and technical teams, addressing master data-related requests and ensuring effective communication; 
• You will be monitoring support team performance, tracking SLAs, and analyzing ticket volumes to assess service efficiency; 
• You will be developing knowledge base documents, outlining technical policies, processes, and best practices for streamlined service management; 
• You will be ensuring that the operations team follows ITIL processes, utilizing the necessary tools for service monitoring and compliance; 
• You will be tracking issues, components, sprints, and releases through ServiceNow and JIRA, maintaining structured project oversight; 
• You will be coordinating Change Advisory Board meetings, gathering stakeholder approvals before deploying major service changes; 
• You will be overseeing software releases, product updates, and service enhancements, ensuring smooth rollouts to customers and end-users; 
• You will be performing configuration management in Salesforce, validating and adjusting objects, classes, and components to ensure successful change deployments; 
• You will be delivering master data loading projects, supervising a sub-unit team responsible for master data refreshes at the end of each quarter and fiscal period. 

Requirement

• 3+ years of experience in service operations, particularly in the FMCG or retail industry, demonstrating a strong background in managing service levels; 
• Intermediate to advanced expertise in Salesforce, ensuring efficient administration, configuration, and troubleshooting within the platform; 
• Proficiency in SQL or familiarity with Salesforce Inspector, Workbench, or Data Loader, enabling effective data analysis and migration; 
• Willingness to work in EU time zones, with flexibility to accommodate weekend or holiday work if necessary; 
• Strong analytical, debugging, and troubleshooting skills, ensuring quick resolution of service-related issues;  
• Ability to apply critical thinking and a sense of urgency when handling incident management and service disruptions; 
• Excellent communication skills, both verbal and written, enabling effective collaboration with management, team members, business clients, and technology professionals; 
• Customer-focused mindset, ensuring that all service management activities align with end-user needs and expectations.  

Nice to have

• ITIL v4 certification, validating knowledge of IT service management best practices; 
• Salesforce Administrator certification, demonstrating expertise in managing and optimizing Salesforce environments. 

We Offer

• Salary for work amounting to 90,000 – 100,000 PHP;
• ₱3,600 de minimis monthly non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee!

Please be advised that we will only contact selected candidates