Description:
Great that you're thinking about a career with BSI!
Job Title: Salesforce Operations Lead
Location: Chiswick/Milton Keynes
About the role
We are thrilled to offer a permanent opportunity for a Salesforce Operations Lead to join our team at BSI. In this critical role, you will oversee the admins and the service desk team, ensuring their seamless functionality across the organization. Reporting directly to the Head of Applications Management, you will be a key player in maintaining and enhancing our applications landscape.
As the team leader, your responsibilities will encompass managing support tickets, ensuring resolutions are delivered promptly, optimizing process efficiency, and developing standard operating procedures (SOPs), FAQs, and self-service documentation. A critical aspect of your role will be to enhance the customer and user experience with our help desk and the platforms they utilize for engagement.
Responsibilities:
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Lead a team of support and SRE (Site reliability engineering) specialists providing 2nd and 3rd line support across assigned platforms.
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Be the key bridge between IT and business product teams and customer support teams for operational issues prioritizing customer impacting issues.
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Contribute and maintain a set of key measures to assure quality, satisfaction and performance are adhered to by the team.
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Work tirelessly to reduce or remove bottlenecks and inefficiencies in the ecosystem. In collaboration with the product teams, work to reduce or eliminate manual or repetitive tasks
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Be the first point of escalation for all support and operational issues for assigned platforms.
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Responsible for resource planning and demand liaising with delivery & operational teams ensuring projects and operations are delivered on time.
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Create process maps that focus on the user journey.
To be successful in the role, you will have:
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Experience line managing technical & support staff
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Experience of working & monitoring SFDC and cloud, IaaS, PaaS and SaaS environments.
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Ability to support Salesforce platforms dealing with issues from API to customer order fulfilment problems
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High standards of accuracy, quality and efficiency, and a strong service ethic.
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Proactive and enthusiastic team-player and relationship builder.
BSI offers a competitive total reward package, an independent and varied job in an international environment, flexible working hours, ongoing training and development with the inclusion of 27-days annual leave, paid sick leave, bank holidays, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle.
Do you believe the world deserves excellence?
We are proud to be the business improvement company for other organisations to become more sustainable and resilient and finally to inspire trust in their products, systems, services, and the world we live in.
Headquartered in London, BSI is the world's first national standards organization with more than 100 years of experience. We are a global partner for 86,000 companies and organizations in over 193 countries, offering development, auditing, certification, and training services, including innovative software solutions and cyber security expertise for all industries: from aerospace and automotive to food, construction, energy, healthcare, IT and trade sectors. Incorporated by Royal Charter, we're truly impartial, and home to the ultimate mark of trust, the Kitemark.
Through our unique combination of consulting, training, assurance and regulatory services we bring solid and broad knowledge to every company.
If you want to contribute to this inspiring challenge, bring your open and enthusiastic mindset to our dynamic team, apply now and become part of the BSI family!
D&I Policy
BSI is committed to ensuring the diversity of our workforce reflects that of our clients and the communities in which we operate. Our goal is to create a sense of belonging for all employees by providing opportunities to develop, grow, and engage with our global organization all while having fun doing great work. BSI is a community where everyone can thrive.
If you require any reasonable accommodations to be made on account of a disability or impairment throughout out our recruiting process, please inform your Talent Acquisition Partner.
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Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.
BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.