Participates in developing the service strategy for the assigned SFDC Instance.
Leadership of development and sustain activities for the instance.
Create an annual strategy to develop and enhance the Instance services.
Understands IT service cost drivers and connects cost of service to consumption drivers
Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization
Guides continuous improvement efforts for the Instance.
Meets with service architects to discuss impact of new technologies and the architecture roadmap
Manages the SLAs for the E2E Service (internal Business Partners / external Vendors & 3rd party partners)
Drives standardization (versus customization) of the Instance.
Responsible for cross-Instance alignment with peer E2E Instance owners.
Responsible for service descriptions for E2E Service Catalogue.
Responsible for partner relationship management (SFDC)
40% Accountability Category #1: RELATIONSHIP AND SERVICE MANAGEMENT
Develops relationships and interacts with application users to develop a deep and extensive understanding of the business and goals. Keeps an open channel of communication with users and provides broad oversight and guidance on application support requests and needs.
Provides broad oversight and guidance for a medium-size team which communicates and interacts directly with application users via telephone, email or web interface to provide solutions for moderate to strategic and highly complex application issues, questions or support tickets.
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