Salesforce Service Owner for Quotation
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This position reports to
Product Owner for Quote & CLM
Your role and responsibilities
The Salesforce Service Owner for Quote plays a vital role in ensuring seamless and efficient service delivery within the organization. This position focuses on fostering strong partnerships with system integrators, optimizing resource and cost allocation, and maintaining high service standards to support overall business objectives. In this capacity, the Service Owner will oversee service-level compliance, performance, and resource management by collaborating with third-party vendors and internal stakeholders. They will be responsible for resolving escalations and ensuring that the right skills and capacities are aligned with project priorities. Through proactive monitoring and a commitment to continuous improvement, the Service Owner will enhance operational efficiency and service excellence.
The primary goal of the Salesforce Service Owner for Quote is to manage system integrator performance effectively, optimize costs and resource allocation, and ensure that skills are aligned with business priorities. By proactively monitoring Application Management Services (AMS) and resolving escalations, the Service Owner will maintain operational efficiency and contribute significantly to the success of service delivery initiatives within the organization.
The responsibilities include:
1. Design and maintain a structured framework to ensure service delivery aligns with scope, timeline, budget, and customer expectations.
2. Participate in service operations by estimating effort, time, and cost for demand requests, ensuring targets are met and driving year-over-year performance improvements.
3. Manage stakeholder expectations for transparency and alignment while serving as the escalation point for critical service issues to restore service promptly.
4. Contribute to regular internal and external review meetings to ensure effective service management and compliance with corporate IS policies and regulations.
5. Identify and implement service enhancements while establishing and managing Service Level Agreements (SLA) and Operational Level Agreements (OLA) to track performance.
6. Oversee multiple global third-party vendor contracts, ensuring high service quality, SLA adherence, and cost optimization.
7. Foster proactive working relationships within the team, acting as an escalation point and addressing any relationship challenges.
Qualifications for the role
* Bachelor’s degree in business administration, Information Technology, Computer Science, or a related field. Master’s degree in business administration (MBA) or a related field is a plus. Minimum 8+ years of relevant experience in service management, vendor management or related fields, with 4+ years managing Salesforce AMS services in Conga (Apttus) areas.
* Certified ITIL 4, COBIT or SIAM Foundation is preferred to demonstrate expertise in service management practices. Certified Conga Admin is a plus.
* Proven experience with Salesforce & Conga (Apttus) technologies.
* Proven expertise in managing service-level agreements (SLAs), operational performance, KPIs monitoring and ensuring service quality aligns with business expectations.
* Strong ability to collaborate with platform partners (Conga), system integrators, and manage third-party vendors to ensure smooth service delivery and compliance with contractual agreements.
* Demonstrated experience in resolving service-related issues, maintaining operational stability, and anticipating potential service disruptions to drive continuous improvements.
* Ability to assess service performance metrics, identify inefficiencies, and make data-driven decisions to enhance efficiency and long-term service sustainability.
* Excellent verbal and written communication skills to convey technical and non-technical information, build relationships with stakeholders, and inspire teamwork while ensuring alignment with strategic objectives.
More about us
We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory
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