Location: Noida, UP

Shift: UK Shift

Company: Aplusify

Interview: In Person

Job Overview:

This role is responsible for delivery stability, margin control, renewals, and account expansion across ongoing Salesforce engagements (AMS, support, enhancements, platform optimization).
The role is distinct from Implementation leadership and focuses on long-term service delivery, operational maturity, and client value realization.

Key Responsibilities:

1. Managed Services Delivery Ownership

• Own end-to-end delivery of all Salesforce Managed Services engagements
• Ensure consistent adherence to SLAs, KPIs, and contractual commitments
• Establish strong incident, problem, and escalation management practices
• Drive delivery stability, service continuity, and risk mitigation
• Ensure predictable service outcomes across AMS, enhancements, and support

2. Financial & Commercial Ownership

• Own Managed Services revenue and margin performance
• Drive utilization efficiency and cost discipline
• Forecast demand and plan capacity for steady growth
• Partner with Finance on:
  • Margin tracking
  • Revenue predictability
  • Billing and collections discipline
• Actively manage scope, effort leakage, and non-billable work

3. Client Leadership & Retention

• Act as executive sponsor for key managed services accounts
• Own client escalations and recovery plans
• Engage with senior client stakeholders (IT Heads, CIOs, Operations leaders)
• Translate operational insights into value-based recommendations
• Position Managed Services as a long-term strategic partnership, not just support

4. Account Growth & Expansion

• Identify upsell and cross-sell opportunities within existing accounts
• Work with Sales to:
  • Shape renewal proposals
  • Define commercials and SLAs
  • Support expansions into new modules or platforms (Fonteva, Certinia, Salesforce clouds)
• Ensure smooth transition of new work from Sales / Implementation into Managed Services

5. Governance, Process & Scale

• Define and institutionalize Managed Services governance frameworks
• Mature service delivery practices (ITIL-aligned where applicable)
• Standardize:
  • Delivery playbooks
  • Reporting dashboards
  • SLA and KPI tracking
• Reduce dependency on individuals through process and role clarity

6. People Leadership & Talent Development

• Lead and develop Managed Services delivery managers and teams
• Build a strong second line of leadership
• Set clear performance KPIs and accountability structures
• Drive a culture of:
  • Ownership
  • Reliability
  • Continuous improvement
• Manage attrition risk and team stability

7. Hiring & Capacity Planning

• Own hiring strategy for Managed Services
• Build the right skill mix aligned to:
  • AMS
  • Platform-led work (Fonteva, Certinia)
  • Salesforce clouds
• Manage bench proactively to ensure delivery resilience without margin leakage

8. Cross-Functional Collaboration

• Ensure clean handover from Implementation to Managed Services
• Maintain clarity of ownership between:
  • Implementation
  • Managed Services
• Work closely with:
  • Sales (renewals, expansions)
  • Finance (margins, billing)
  • HR (capacity, performance)
  • Technology leadership (quality, architecture)

Required Experience & Profile

Experience 

• 10–15+ years in technology services delivery
• 5–7+ years leading Managed Services / AMS organizations
• Strong experience managing SLA-driven, multi-account portfolios
• Demonstrated commercial ownership (revenue, margin, utilization)
• Direct experience working with US-based clients