[Tata Consultancy Services/타타컨설턴시서비스] SFDC Project Manager


Posted on 2021.04.19

Location : Seoul, Korea
Career Area : Consulting

Job Description

Position Summary:  
SFDC Service Project Manager oversees the delivery of SFDC services to our customers. The Service Project Manager works on established policies designed to ensure consistently high service performance, monitors support team members and evaluates customer feedback to develop quality improvement processes.  
The Service Project Manager will proactively engage with customers to staff the positions quickly, drive service improvement and ensure customer satisfaction.  

Key Result Areas  
· Staff open position in the project quickly 
· Customer Satisfaction 
· Delivery excellence 
· Employee engagement 
· Colloborate with ISU for proper Entsol/SFDC tagging to ensure no revenue leakage 
· Colloborate with L&D to improve training effectiveness

People Management
· Manage utilisation of the core team identified  
· Manage TCS resources to ensure efficient allocation.  
· Act as one of the central points of communication within the Delivery Partner; liaising with account managers and project delivery teams as required.  
· Colloborating with ISU for H1B/onsite visa initiations for managing onsite staffing. 
· Guide and mentor team members, providing leadership to ensure that all team members are motivated and enabled to perform to the full extent of their abilities  
· Develop and maintain an environment of innovation and continuous improvement, focusing on quality, cost reduction and process development  
· Create career plans, release & backup plans for the associate. 
· Ensure associates are rightly tagged to him for half yearly evaluations  
· Performance appraisals of the associates under him  

Customer Management
· Proactive Colloborate with ISU for open positions, business plans 
· Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place  
· Ensure service delivery is as per agreed SLAs. Ensure that there is close monitoring of delivery status, with regular updates on same to senior management and to customer.  
· Ongoing engagement with customers regarding product, technology, and service information, supportability issues, and support lifecycle plans  
· To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery  
· Continuous improvement of processes to reduce costs without impacting the service provided to clients  
· Continuous improvement in customer satisfaction rates and first contact resolution rates  
· Building a personal relationship with key client staff  
· Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes  
· Ensure transfer of knowledge to other staff to ensure the customers systems are understood  
· Work as a team member within the organization to provide a resilient service to our customers  
· Mitigating and solving escalations with urgency and determination  
· Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports  

Opportunity Management
· Proactive Colloborate with ISU for existing & new opportunities 
· Ensure smooth transistion from presales to delivery

L&D Management
· Providing inputs to L&D for improving training effectiveness. 
· Evaluation of associates prior to their deployment in SFDC training pool. 
Report to DU Manager for reviews

Job Requirements

· Minimum of a Bachelor’s degree or equivalent 
· Excellent communication skills both verbal and written  
· Experience with salesforce.com serving as project manager or scrum leader.  
· Certified salesforce.com Admin with either Sales Cloud or Service Cloud Consultant certifications.  
· Experience in Agile approaches to project management  
· Excels at operating in an fast pace, community environment  
· Excellent people Partner, open to direction and +Collaborative work style and commitment to get the job done  
· Ability to challenge and debate issues of importance to the organization.  
· Ability to look at situations from several points of view  
· Persuasive with details and facts  
· Knowledge of Learning theory or principles as applied to adult training. 
· Knowledge of training or instructional strategies and methodologies. 
· Delegate responsibilities effectively  
· High comfort level working in a diverse environment  

 Degree of Independence/Supervision required  
· Demonstrate a strong aptitude for Operationsership, communication & problem solving skills  
· Exhibit an aptitude and track record of being able to influence others without formal authority  
· Project a high level of maturity and Operations leadership skills  
· Possess strong Qualitative and quantitative analytical skills  
· A self-starter able to work effectively with limited supervision.  

Additional Information

  • 커리어수준 : 관리자
  • 급여사항 : 면접 후 협의
  • 고용형태 : 계약직
  • 경력여부 : 경력

Guidelines for Applicants

  • 전형방법 :  1차 서류전형  
                           2차 면접전형
  • 제출서류 : 영문이력서(휴대폰 번호 및 이메일 주소 필수 기재)
  • 접수방법 : 온라인지원
  • 마감일 : 채용시까지

Company Information

Tata Consultancy Services /타타컨설턴시서비스

타타컨설턴시서비스(TCS: Tata Consultancy Services)는 인도 최대기업 타타그룹(Tata Group)의 계열사로 인도 최대, 세계 10대 IT 서비스(컨설팅 및 솔루션 공급) 회사입니다. 1968년 설립되어 전 세계 46개국에 진출해 있으며 443,000명이 넘는 컨설턴트를 보유하고 있습니다. 

2021년 Brand Finance의 브랜드 가치 세계 순위 3위를 차지했으며 2020년 회계 기준 220억 달러 매출을 달성하였습니다.

인도 BSE(formerly Bombay Stock Exchange)와 NSE(National Stock Exchange)에 상장되어 있으며 Dow Jones Sustainability Index (DJSI), MSCI Global Sustainability Index, FTSE4Good Emerging Index에 속한 IT 선도기업입니다. 

서울 중구 을지로2가 파인애비뉴 B동 3층/Jung-gu, Seoul, Korea


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