Service Manager - Software Asset Management

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryProducts and Technology Job DetailsThe Manager role in Software Asset Management Services will help drive analyst development and program management of the distribution, mergers and acquisitions, and future ancillary services that keep the lights on for Software Asset Management as a whole. Our Business Technology (Salesforce IT) organization benefits directly from the services provided in this small but dynamic team, as do the internal customers across Salesforce. The right candidate will look beyond the product and into the people and technology behind the services to drive productivity, personal development, automation opportunities, and overall KPIs of service levels. The Manager will start their journey learning all they can about software lifecycles at Salesforce, turning those into quick wins and long-term strategies for our program.Responsibilities

• Manage a team of 3-6 analysts in defined roles serving internal customers
• Maintain the services that deliver on the Distribution, Inventory Management, and M&A software lifecycle activities at Salesforce
• Work to maintain and improve our systems of record through strong partnerships with scrum and application support teams
• Ensure key performance indicators (KPIs) are maintained over time and report performance to upper management
• Create development plans for employees to continue to increase aptitude and attain employee goals for personal growth
• Resolve escalations and mediate compromises on service level solutions in the moment
• Develop service offerings over time and service level agreements both to customers and service partners
• Keep track of industry standards for service areas and make recommendations from outside of Salesforce on how we might improve over time
• Collaborate closely with our Enterprise (IT-facing) and Global SAM practices on handoffs to and inputs from other areas of software lifecycles
• Maintain a clear understanding of SAM best practices and internal policies on compliance for software assets

Qualifications

• Management roles in small, high-impact teams; at least 1-3 years experience
• Experience delivering on performance reviews, personal development plans, performance improvement plans, and employee action plans
• Familiarity with software lifecycles in an IT environment, including software distribution, technical support, customer service, access controls, identity management, and change management
• Familiarity with broader operational functions of IT organizations; ITIL Foundations certification preferred but not required
• A personal focus on the well-being of the person in the employee s role and not just how to adapt the person to business deliverables
• Excellent oral, written, and digital presentation communication skills speaking to people of all experience levels with technology
• Experience running reports for C-level executives on quantitative performance metrics
• Using common office productivity software products as solutions to maintain program processes; Office, Google Workplaces/G Suite, or other office software experience requried; ERP software (SAP, NetSuite) experience preferred; Salesforce Service Cloud experience a plus
• Experience in a SAM or ITAM role highly desired
• Experience in managing IT service delivery teams preferred
• Experience with Asset Management tools (Snow Software, Flexera, Aspera, Landesk, Zylo, Ivanti, ServiceNow, BMC) a plus

Education Requirements

• A Bachelor s degree in IT, IT management, business, or communications, or equivalent experience time in related role required
• Where a Bachelor s degree is not attained, an Associates-level degree is required with 4 years equivalent experience in a related role
• CSAM, CITAM, or equivalent regional certification a plus

Other Capabilities

• Salesforce employees must have at least 1 year in their current role, not be on an active performance improvement plan, and have direct manager approval before accepting this new role

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.Salesforce welcomes all.,

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