Manager, Brand and Creative Services

2 weeks ago

Oakville, Canada BDO Canada LLP Full time
h3>Manager, BizApps (Salesforce & AI services)

Putting people first, every day

BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. The primary focus of this role is to operationalize and manage the Salesforce service line and AI Copilot BizApps services within the practice. The ideal candidate would be someone that is passionate about operations and service, growing and maturing the team, driving continuous improvement and contributing to the evolution & growth of the practice. p>

Job Summary:

As part of the management team, you will lead the strategy, design, development, and delivery of our Salesforce operations offerings. This role requires a strategic and creative leader who can collaborate with cross-functional teams, manage the Salesforce Solution Operations service offerings, and drive innovation and excellence in support and AI-enhanced solutions.

The successful candidate in this role will:

  • Devise and execute on strategic business plans
  • Recruit, retain and develop talent
  • Build an internal and external brand in order to be recognized as a thought leader in his or her space
  • Develop and execute on go to market campaigns (inclusive of leading opportunities to closure)
  • Overview and/or manage engagements against typical constraints (budget, profitability, scope, schedule, risk, issues)
  • Drive the growth and maturity of the assigned service line
  • Be able to lead multiple initiatives as required by the business
  • Be able to manage other areas of discipline as required by the business

Key Responsibilities:

Salesforce Operations Offerings:

  • Design and develop comprehensive Salesforce operations services to meet the diverse needs of our clients.
  • Work closely with the Salesforce implementation team to ensure a seamless transition from project delivery to ongoing operations.
  • Facilitate effective knowledge transfer from the implementation teams to operations teams to ensure high-quality service delivery.
  • Prepare solutions and clients for operations, ensuring they understand the service structure and escalation processes.
  • Grow and manage the Salesforce operations team, ensuring they are skilled, motivated, and equipped to handle client needs.

Salesforce Copilot Services:

  • Design and deliver innovative service offerings for Solution Operations around Salesforce Copilot, enhancing user interaction and automation through AI.
  • Collaborate with product and delivery teams to integrate Copilot features effectively into their service offerings upon request.
  • Ensure the delivery of high-quality, scalable, and repeatable Salesforce Copilot solutions.

BizApps Copilot and AI Offerings:

  • Lead the design and develop Business Applications Copilot and AI service offerings and products with other BizApps product managers.
  • Drive the adoption of AI technologies within our service offerings, ensuring they align with client needs and market demand.
  • Set clear team goals and performance metrics; evaluate performance and provide constructive feedback and coaching.
  • Act as an escalation contact on and off hours as needed and manage any customer satisfaction or delivery concerns.

Practice Operations:

  • Ensure effective delivery of operations and high customer service.
  • Manage multiple engagements against budget, timeline and scope.
  • Monitor and manage vendor relationships where applicable.
  • Lead internal and external action planning meetings and drive deliverables to closure.
  • Ensure adherence to a consistent standardized service delivery model rooted in IT Service Management (ITSM) best practices.
  • Support the finance team as part of the month-end billing process.
  • Support the evolution of tools and operational procedures driven through the lens of continuous improvement.
  • Update / establish, track and report on Key Performance Indicators supporting the delivery of operational excellence.

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