Salesforce Service Cloud Consultant

Henkel GCC; Bengaluru; Hybrid; INR 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Flexible hybrid work

Global growth opportunities

Group Medical Insurance

Employee Share Plan

Wellbeing programs

Parental leave policy

Henkel matching shares

Job summary

Henkel is seeking an experienced Salesforce Service Cloud Manager to oversee incident and change management, user support, and coordination with a development team. You will drive enhancements, releases, security, and compliance while ensuring system performance and SLA adherence.

You will manage global user communities, apply ITSM best practices, and work with Azure DevOps for backlog and release planning in an Agile environment. English fluency and a global mindset are essential.

Qualifications

• 3+ years managing Salesforce applications in a global environment
• 3+ years as Salesforce Developer
• Experience as (Developer) Team Manager
• Strong understanding of lifecycle, release, and ITSM processes; experience with backlog management, release planning, and Agile delivery
• Fluent in English, global mindset

Responsibilities

• Manage incident and change management process
• Act as application manager for Service Cloud
• Provide Level1 user support; escalate to L2
• Lead Henkel Salesforce Service Cloud product team (Developers)
• Implement enhancements and process changes and act as release/deployment manager
• Responsible for IT security and compliance (Access control, backups)
• Ensure SLAs are met and monitor performance metrics

Skills

Salesforce Service Cloud

Incident management

Change management

Release management

Azure DevOps

Agile delivery

Team leadership

IT service management

Security & compliance

English fluency

Education

Bachelor's or Master's degree in CS/IT

Tools

Salesforce

Job description

Manage the Salesforce Service Cloud application, including incident and change management, user support, development team coordination, enhancements, releases, security and compliance, while ensuring system performance and SLA adherence

What you’ll do:

• Responsible for the incident and changing management process
• Act as application manager Service cloud
• Responsible for Level1 user support; escalation to L2
• Handle service requests and lead and manage the Henkel Salesforce Service cloud Product (Developers) team
• Implement enhancements and process changes and act as release/deployment manager
• Responsible for the IT security and compliance (Access control concept, back up strategy, etc)
• Ensure service level agreements (SLAs) are met and monitor performance metrics

What makes you good fit:

• Bachelor’s / master’s degree in computer science, IT or a related field
• Minimum 3+ years of proven experience managing Salesforce applications in a global business (user) environment and 3+ years of professional experience as Salesforce Developer
• Experience as (Developer) Team Manager
• Strong understanding of application life-cycle management, release management, and IT service management processes. Experience with Azure DevOps for backlog management, release planning, and Agile delivery processes
• Managed global user community, fluent in English, global mindset

Some perks of joining Henkel:

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Globally wellbeing standards with health and preventive care programs Gender-neutral parental leave for a minimum of 8 weeks Employee Share Plan with voluntary investment and Henkel matching shares
• Best-in-class Group Medical Insurance policy covering employee, spouse and up to 2 children
• Competitive accident and term life policies for up to 3 times annual gross salary
• Progressive OPD policy of INR 30,000 for employee, spouse and up to 2 children

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We look for a diverse team of individuals who possess different backgrounds, experiences, personalities and mindsets.

How is work at Henkel

About Henkel

Building on a strong legacy of almost 150 years, we are leading the way to reimagine and improve life every day. Today and for generations to come. Through our innovative and sustainable brands and technologies, across our teams around the world.
Henkel holds leading positions in both industrial and consumer businesses: Our portfolio includes well‑known hair care products, laundry detergents, fabric softeners as well as adhesives, sealants, and functional coatings.

I am interested in several jobs. Can I apply for multiple positions at the same time?

Yes – simply fill out your profile in our online application system. Once your online profile is complete, you can apply for multiple positions.

The job offer is written in English – should I write my application in English as well?

Yes, please. As Henkel is an international company you will be working with colleagues from all over the world and English is our official company language. Generally, the ‘rule’ is: please write the application in the same language as the job ad.

Do I get feedback during the application process about the state of my application?

Each position that we have open with Henkel is unique, and finding the right candidate is important for both the hired candidate as well as for Henkel. We want to make sure that both the candidate and the company are a good fit for each other. We will provide feedback to the candidates throughout the entire process.

Can employees move between business areas and/or to a different country?

Yes, in fact it is an expectation within Henkel that our talent is flexible and mobile. This helps to support the company on a broad, global level.
Our “Triple Two” philosophy promotes this expectation, by allowing you to work in at least two different roles, in two different business areas and two different countries. The reason behind this philosophy is that we believe working in different roles, business units and functions is good for your personal development and improves your understanding of Henkel as a global company.
Here you will get further information on our training programs.

Whom do I contact if I have questions concerning my application?

Our recruiting team will help you with all requests regarding your application. Contact the team here .

Get in Touch with us on our Social Media channels or via E-Mail