Service Lead – Salesforce Field Service

Pauwels Consulting; Brussel; Hybride; EUR 70 000 - 100 000; Plein temps

Résumé du poste

Pauwels Consulting is seeking an Applications Service Lead to ensure the operational stability and service quality of our client's business applications in Brussels. You will coordinate end-to-end service requests, incidents, and governance for Salesforce Field Service environments in a hybrid work model.

You bring 5+ years in Application Service Management or IT Operations, with Salesforce Field Service expertise, ITIL knowledge, and strong stakeholder communication.

Qualifications

• 5+ years in Application Service Management, App Support or IT Operations.
• Proven Salesforce Field Service operations & Salesforce Administration experience.
• Strong ITIL-based service management knowledge.
• Experience with ticket triage, backlog management, and ITSM tools like Jira.
• Analytical skills for troubleshooting and configuration analysis.
• Service-oriented, coordinated multi-stakeholder in fast-paced environment.
• Fluent English; French or Dutch proficiency.

Responsabilités

• Coordinate operational activities across analysts, developers and support teams.
• Classify and prioritize incidents, service requests and enhancements by business impact.
• Perform functional investigations and root cause analysis in Salesforce Field Service.
• Monitor application health and report KPIs, incidents and debt.
• Facilitate communication between technical teams and business stakeholders.
• Identify recurring issues and drive continuous improvement in support processes.

Connaissances

IT operations experience

Service management

Stakeholder coordination

Analytical troubleshooting

English fluency

Outils

Salesforce Field Service (FSL)

Salesforce Administration

Jira

ITIL

Description du poste

Our client, a leading organization in the utility sector, is looking for an Applications Service Lead to ensure the operational stability and service quality of their business applications. This role focuses on the end-to-end coordination of service requests, incident management, and operational governance for a suite of applications centered around a field service platform.

Responsibilities

• Coordinate operational activities between business analysts, developers, and support teams to ensure service commitments are met.
• Manage the classification and prioritization of incoming incidents, service requests, and enhancement requests based on business impact.
• Perform first and second-line functional investigations and root cause analysis within the Salesforce Field Service environment.
• Monitor the operational health of applications and produce consolidated reporting on KPIs, major incidents, and functional debt.
• Facilitate communication between technical experts and business stakeholders to ensure clear visibility on the status of ongoing activities.
• Identify recurring issues and drive continuous improvement initiatives to optimize support processes and reduce repetitive incidents.

Requirements

• You have 5+ years of experience in Application Service Management, Application Support, or IT Operations.
• You possess proven experience managing operations for Salesforce Field Service (FSL) and performing Salesforce Administration.
• You bring deep knowledge of IT Service Management principles and ITIL frameworks.
• You're experienced in ticket triage, backlog management, and operational reporting using ITSM tools like Jira.
• You possess strong analytical skills for functional troubleshooting and application configuration analysis.
• You have a service-oriented attitude and the ability to coordinate multiple stakeholders in a fast-paced environment.
• You are proactive, autonomous, and use a structured approach to problem-solving.
• You are fluent in English with fluency in either French or Dutch.

Nice to Haves

• Experience with Salesforce Flows.
• Knowledge of APIs and system integration analysis.
• Previous experience working within the utility sector.
• Familiarity with various monitoring and reporting tools.

Offer

• Start date: 19/10/2026
• Duration: 72 months
• Work regime: Full-time
• Location: Brussels
• Working model: Hybrid
• Contract: open to both permanent employees and freelancers