As a Service Specialist, you will play a pivotal role in ensuring the successful management, optimisation, and alignment of the businesses Salesforce, and other Digital Retail, platforms with the organisation's service-oriented goals and objectives.

Your primary responsibility will be managing third party service providers ensuring that they meet the evolving needs of the business and deliver an exceptional customer experience. As Salesforce integrates with other systems you will also work closely with colleagues from across the Information Services Department organisation. The services being managed have an annual budget of several million pounds.


Main Responsibilities:

Business Support

•    Support business activities by assisting with and/or advising on usage of Digital services.

•    Support business improvement by monitoring industry trends and other OEM activities.

•    Maintain end-to-end functional knowledge of application systems and processes.

•    Ensure application documentation is available/maintained by internal and external providers.


Operational Delivery (Digital Services)

•    Stay up to date with the latest Salesforce features and work with business colleagues to identify opportunities for process improvement and automation.

•    Assist business with documenting requirements for changes and enhancements.

•    Control/validation of proposals/estimates from external service providers on Change Requests.

•    Prioritise the changes with the business and co-ordinate with the suppliers to get them delivered, tested, and deployed to the live environment.

•    Act as the gatekeeper to the production environment, ensuring conformance to policies and operational processes/procedures.

•    Work with third party Service Providers to plan and execute system upgrades in conjunction with the wider ISD support organisation.

Service Provider Management

•    Act as a contact person and escalation point for and towards the external Service Providers delivering and managing the service.

•    Monitor that the outsourced services are provided within the agreed SLAs and KPIs and supports improvement actions.

•    Ensure security/threat evaluations are performed regularly and countermeasures implemented in a timely manner.

•    Ensure that processes which are negatively affecting customer satisfaction and relationships are evaluated and improved.

•    Act as trusted advisor towards IS Management in understanding and explaining complex issues relating to service providers.


Incident/Problem Management

•    Co-ordinate the resolution of issues across the providers in a timely manner.

•    Support critical incident management (CIM) by facilitating discussions until problem resolution.

•    View comments in online forums and addressing issues found there.

•    Collaborate with other internal and external stakeholders to review recurring issues/incidents and identify root causes.


Qualifications, skills and experience:

•    Experience working in an application support or application development team.

•    Experience of working in a consumer-facing digital environment

•    Ability to develop and maintain strong working relationships with colleagues at different levels of the business

•    Strong analytical and problem solving skills.

•    Excellent communication skills, with the ability to clearly communicate vision, mission, goals and themes to both business and IT audiences.

•    Demonstrated ability in managing operational budgets.


•    Knowledge of Adobe Experience Manager (AEM), Salesforce and / or MuleSoft.

•    Experience in application and system technology security testing.

•    Knowledge of Microsoft Azure.

•    Knowledge of Jira and Confluence.


For more information please get in touch with Ella on 07805620452 or send your CV to

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