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IT Operations Salesforce Lead
Waukegan, Illinois  |  Onsite
Contract Position
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Applied on June 19, 2021
Job Id #48149 Posted June 4, 2021

Overview and Primary Function

  • The role of the IT Operations Lead, is to ensure technical operations provide effective, reliable end-user support and incident problem management. 
  • This position ensures Service Cloud enables business productivity and continuity for Core Diagnostics Call Center and Field Service operations. 
  • The person in this role ideally possesses experience and capabilities, but also possesses strong leadership and teamwork skills to orchestrate overall operations support with the technical and business team. 
  • The ideal candidate will have at least 3 years of experience with Service Cloud. Additionally,  Knowledge/experience with the following additional technologies will be a major plus in this position: Informatica, Tibco, or integration technologies to connect Salesforce with legacy transaction systems; experience with mobile technologies.
  • The IT Operations Lead, Salesforce defines and implements procedures and operational routines to ensure third-party support system integrator delivers on operational support, end-user support, and break fix / defect resolution commitments. 
  • Facilitates and manages groups and their dynamics through the change process. 
  • Gathers feedback and adjusts accordingly. 
  • Sets clear and specific operations support objectives and utilizes data-driven management processes.
  • Ensures the overall services and service levels are maintained and continually improved, and that any problems with the day-to-day delivery of services are effectively resolved.
  • Additionally, leads the, Provider, and business teams to achieve consensus. 
  • Negotiates difficult or sensitive situations diplomatically and communicates sensitive or controversial messages effectively. 
  • Interprets the behavior of key stakeholders to anticipate their strengths, needs, actions and reactions. 
  • Projects a strong personal presence and models behaviors for effective teamwork. 
  • Acts as an interface between the client and the Service Provider and is ultimately accountable for overall service delivery and operations, including major incident management and resolution and ensuring ongoing compliance with policies, procedures, and the Software Lifecycle. 
  • He / She also manages the performance reporting and monitoring compliance against defined service level agreements and key performance indicators. 
  • This includes regular performance reporting, monitoring service levels, driving root cause analysis, corrective/preventative actions, and overall incident/problem management processes.

Core Job Responsibilities

  • Manage day-to-day relationship with Service Provider to ensure the effective delivery of outsourced services
  • Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Level Agreements
  • Establish metric/performance reporting; track Service Provider performance and ensure viability of service levels
  • Define and implement service level reporting
  • Monitors and ensures compliance with policies, procedures, and quality requirements
  • Ensure effective systems operations between the suppliers and other IT operations support teams (e.g., Tibco, Informatica, Five9, Riva/Outlook, endpoint management (Windows, iOS, Android)

Position Accountability / Scope

  • As operational problems occur, reviews Service Provider recovery and permanent fix plans include Root cause analysis and actions
  • Is the contact for day-to-day communications between Service Provider and business
  • Ensures a process is maintained for handling of high severity and stagnant issues/events in both the supplier and the retained environments
  • Educates Service Provider on program/product/operational details, including the development and implementation of Service Provider processing schedules and coordination of data flow ensuring timely transmittal to Service Provider
  • Develops and distributes written communications as needed to service providers, business and IT team members, and other stakeholders
  • Reviews and monitors Service Provider problems, change management processes, and escalation procedures
  • Manages operational change management: reviews change requests, facilitates change meetings, applies change approvals, administers change freezes, performs change management reporting
  • As operational problems occur, leads development of recovery and permanent fix plans
  • Participates in testing of plans as necessary and monitor results of business continuity testing.
  • Establish, manage and coach team to clear objectives and performance expectations.
  • Constantly monitor and improve team efficiency, effectiveness, and impact.
  • Lead and enable enterprise-wide thinking in the team.
  • Create an environment that values employees and encourages cooperation, open communication, and teamwork.
  • Serve as a role model by demonstrating a commitment to values, high performance standards, workplace diversity, and driving results.

Supervisory / Management Responsibilities

  • Responsible for management of 10-20 contract employees.

Education and Experience Requirements

  • Bachelor’s degree in the field of computer science, engineering, or equivalent
  • 7 or more years of total IT experience.
  • At least 3 years experience with Service Cloud. 
  • Knowledge/experience with the following additional technologies will be a major plus in this position: Informatica, Tibco, or integration technologies to connect Salesforce with legacy transaction systems; experience with mobile technologies.
  • Experience managing suppliers and running IT operations
  • Problem determination (experience in root cause analysis) and problem resolution skills
  • Project management experience (both waterfall and agile/iterative development techniques)

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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