Services Operations Program Manager

Digital Transformation is the path to the future with its interconnected environment where
process and data become information & drives decisions to bring value across the entire
lifecycle.  To help us in our Services & Support digital journey, Gigamon Global Services
team is seeking a qualified candidate for the position of Service Operations Program
Manager.

Position Description:

A Service Operations Program Manager is responsible for overseeing and managing the
implementation, customization, and enhancement of systems projects within the Global
Services organization, ensuring successful delivery of services functionalities by planning,
executing, and monitoring projects to meet specific business needs, while collaborating with
stakeholders to define requirements and manage project timelines, budget, and risks. 

Key Responsibilities:
• Project Planning and Scoping:
o Gather requirements from key stakeholders to define project scope and objectives for systems implementations.
o Develop detailed project plans including timelines, milestones, deliverables, and resource allocation.
o Create comprehensive documentation for project specifications, user stories, and acceptance criteria.
• Implementation and Configuration:
o Lead the configuration of Service Cloud features like cases, queues, knowledge base, escalation rules, and reporting dashboards.
o Manage custom development and integrations with other systems to enhance Service Cloud functionalities.
o Oversee data migration and cleansing processes for seamless transition to the new Service Cloud platform.
• Team Management and Collaboration:
o Assemble and lead a project team consisting of business analysts, developers, testers, and end-users.
o Foster effective communication and collaboration among team members and stakeholders throughout the project lifecycle.
o Delegate tasks and manage individual performance to ensure project goals are met.
• Risk Management and Issue Resolution:
o Identify potential project risks and develop mitigation strategies to minimize impact.
o Proactively address any project issues that arise, providing timely solutions and updates to stakeholders.
• Testing and Quality Assurance:
o Oversee thorough testing phases including functional, regression, and user acceptance testing.
o Ensure quality standards are met before project deployment.
• Deployment and Post-Implementation Support:
o Manage the deployment process of the Service Cloud solution to the production environment.
o Provide post-implementation support, training, and ongoing maintenance to end-users.

Required Skills and Qualifications:
• Bachelors / Masters in directly related field.
• Min of 6 to 8 years of project management, preferably with Services and Support experience.
• Proven experience managing Services systems projects, including implementation and customization
• Strong understanding of Service Cloud features like case management, knowledge base, escalation rules, and reporting capabilities
• Project management methodologies (Agile, Waterfall) and ability to adapt to changing project requirements
• Excellent communication and stakeholder management skills
• Technical proficiency in Salesforce configuration and customization, including Apex and Visualforce
• Ability to analyze business needs and translate them into effective systems solutions
• Experience working on/with Salesforce Service Cloud, Salesforce Communities, JIRA, Certinia (Financial Force), Tableau, Snowflake, DBT, MS D365 or any ERP systems, etc.
• Salesforce certifications (Salesforce Certified Service Cloud Consultant, Salesforce Certified Project Manager) preferred

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