Salesforce Lead

Date: 16 Apr 2024 Location: Noida, South Asia, IN Company: British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021\xe2\x80\x9322 we reached 650 million people.


British Council Pay band: 9/ SMP
Location: Noida, India
Department: Digital and Technology.
Contract type: Indefinite (permanent)
Closing Date: 30th April 2024 at 23:59 UK Time. Interviews will be held around the week of 02nd Week of May


You must have the legal right to work in India at the time of application.


There is no relocation or sponsorship support.


British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.

Role purpose
The Salesforce Service Lead develops and delivers the service lifecycle roadmap for the Salesforce Service, aligned to the Digital Engagement Strategy and the needs of the British Council. The roadmap defines the activities of the service from launch through service delivery and improvement and finally service sunset. The Service roadmap is delivered through a combination of suppliers and Digital and Technology staff.
The Service Lead is accountable for the day-to-day management of the activities associated with the lifecycle of the service.


The Role
The Digital and Technology Directorate leads the British Council\xe2\x80\x99s digital strategy and transformation. It creates and executes technology initiatives to fulfil the organisation\xe2\x80\x99s mission and corporate priorities.
Key focus areas are:

• Creating digital products that attract and retain customers, delivering business value through digital design and delivery expertise.
• Developing and optimising digital platforms that provide seamless customer interactions and use scalable and secure capabilities.
• Enhancing digital capability across the organisation.
• Enabling growth, impact and efficiency through technology.

Digital and Technology is a global Directorate organised into four divisions: Product, Engineering, Operations and Performance which collectively create digital products and services, maintain, and improve products, services and platforms and optimise performance. Areas of responsibility include digital and technology strategy, architecture, infrastructure, software, development, data, innovation, and cybersecurity. It ensures that technology initiatives are customer and value focused, accessible, efficient, and secure.
The Operations division is accountable for the continuing delivery of secure, performant enterprise platforms and applications and the connectivity and modern workplace environment to access those platforms. This is achieved through partnerships with external suppliers and delivery through ITIL based processes. The unit is also responsible for transitioning new products and services into the live environment. It interfaces across the Digital and Technology departments, Suppliers and Managed Services.


Main accountabilities
Leadership & management

• Drive delivery by third party suppliers to achieve the service levels agreed with the organisation and continual improvement on these service levels

Strategy and/or Planning

• Develop and deliver the service lifecycle roadmap for the services managed through consultation with key business stakeholders; engagement with third-party suppliers and industry expertise.
• Ensures there is a clearly defined sourcing strategy for the services managed.
• Ensure appropriate content of the service portfolio are in place
• Owns policies and standards relating to the service managed and ensures business and third-party compliance with these and our ways of working.

Relationship and Stakeholder management

• Act as a primary point of contact for managing high level stakeholder relationships that will provide assurance, effectiveness and reliability to the organisation.
• Actively support and engage with subject matter experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes and to gain a wider buy-in into under-performance strategies.

Commercial and/or financial management

• Preparation and management control of the budget for the services managed.
• Maintains a broad understanding of the commercial IT environment, how the organisation sources, deploys and manages external partners and when it is appropriate to use in-house resources.

Service improvement

• Act as the primary stakeholder in all IS processes, drive improvement and set priorities to ensure that a reliable and efficient IT Service is provided.
• Actively participate in the Change Advisory Board decisions and approves changes to the services they own.

Professional services expertise

• Overall responsibility for managing services throughout their entire lifecycle
• Creates and then maintains oversight of Service Level Agreements (SLAs) and Operational Level Agreements (OLA) for the British Council
• Ensures the establishment of maintenance of operational and business methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.
• Overall accountability for ensuring reliability of IT services to ensure that D&T can effectively meet service targets in accordance with planned business objectives.
• Provides overall direction and set appropriate governance standards to ensure the services managed remain within D&T risk appetite and adheres to appropriate standards (cyber essentials, ISO 27001).
• Strategically assesses and implement appropriate risk controls, will be accountable for maintaining key risks indicators and ensuring British Council operate services within the specified risk appetite.
• Ensures an accurate and effective Service Catalogue is in place and aligned with agreed service levels.
• Retains oversight and full ownership of end-to end performance and cost of the services across the service line organisation
• Overall responsibility for ensuring high level elements required to maintain and restore the services managed are known and in place in the event of a crisis.

Consultancy, analysis and problem solving

• Provides support to the managed services provider high level crisis management team (Service Restoration Team) for high-priority incidents impacting on the services owned and engage with the business where required.
• Collaborate with the wider IS Service team and wider D&T stakeholders to identify where changes are required, analyse the impact for the business and/or the procurement element of programmes/projects.
• Provide guidance to the business and other D&T teams in working with the managed services partner to ensure adherence to contracts and standards.
• Support wider organisational change on working practices with a supplier.

Role specific skills

• IT Service Management / ITIL Process delivery
• Supplier Management
• Project management

Role specific knowledge and experience
Minimum/essential

• Experience of Managing Supplier Service Delivery
• Experience of managing Salesforce services in an international, complex environment

Desirable

• Budget management

Language Requirements
The British Council systems and global processes operate in English. Written and verbal proficiency in English is required


Education
Minimum / Essential
Degree level or equivalent experience


Professional Qualification and Certification
Minimum / Essential

• Prince 2 Foundation
• ITIL V3/V4 Foundation

Desirable

• Prince 2 Practitioner
• ITIL V3/V4 Expert Level

A connected and trusted UK in a more connected and trusted world.


Equality , Diversity, and Inclusion (EDI) Statement


The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.


The British Council is committed to safeguarding children, young people and adults who we work with.


We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.


Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council\xe2\x80\x99s Safeguarding policies for Adults and Children.


If you have any problems with your application please email askhr@britishcouncil.org


Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \xe2\x80\x98ASK HR\xe2\x80\x99 email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.