IT Service Delivery, CRM and Business Pipeline Platforms(Catholic Relief Services), Baltimore, MD, US, 21201

Posted On: June 6th, 2017    Job Type: Pipeline Jobs    Job Location:

IT Service Delivery, CRM and Business Pipeline Platforms

United States/Baltimore

Job Responsibilities:(five to seven major essential elements of the specific work performed)


  1. Leads the CRM and Business Pipeline Platforms (Salesforce) across the organizations.
  2. Ensures that the agency is positioned to maximize the CRM and Business Pipeline Platforms (Salesforce) business value.
  3. Builds and leverages close partnerships with the business owners and other stakeholders to define platform objectives, elicit and prioritize change, plan project implementations, prepare and manage budgets, acquire and mobilize resources, assess service health and status, identify and manage risks and issues, communicate progress, and maintains a platform / service roadmap.
  4. Develops, formalizes and directs relationships with one or more strategic IT vendors and internal clients to drive proper alignment on business and operational topics.
  5. Manages and measures performance of the overall service business value, including competitive market assessment/benchmarking.
  6. Helps shape current and future state business processes supported by services and platform areas of responsibility.
  7. Leads business process owners in obtaining approval for new IT projects in accordance with CRS' IT governance process.
  8. Guides business process owners and key subject matter experts to estimate the budget, business resources and participants needed to achieve business goals.
  9. Is responsible for ensuring that the Service Portfolio/Catalog is accurate and is maintained.
  10. Delivers results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
  11. Negotiating and ensure compliance to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).



Scope: Able to manage globally distributed team (various sizes) of internal and external resources.


Typical Background, Experience & Requirements:(separate into separate bulleted items)

Education and Experience

  • Master's degree in information systems, engineering, management or IT related field or equivalent experience.
  • Minimum of 12 years' experience, of which 8 have been a CRM and Business Pipeline Platforms (Salesforce) manager; including experience in the software development lifecycles for a projects requiring significant business change.
  • Experience serving as project manager for the full lifecycle implementation.
  • Expertise of business process analysis and modeling methods and tools
  • Experience in managing staff in organizations with geographically distributed teams desirable.
  • PMI certification.
  • Salesforce certification.
  • ITIL v3 Framework for IT Service Delivery.
  • Knowledge of IT trends, applications, and technologies and their application in developing country contexts desirable.
  • Experience with developing, coaching, and leading geographically dispersed technical team.



Personal Skills

  • Expert relationship skills, including excellent written and oral communication.
  • Excellent organizational change management and facilitation skills.
  • Strong knowledge of IT project management methods and tools.
  • Proven ability to align people, process, and technology to deliver business value.
  • Solid attention to detail, making and keeping commitments, and meeting deadlines.
  • Experience in working in a team-oriented, international, collaborative environment.
  • Ability to lead through shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
  • Ability to elicit cooperation and drive decision making from a wide variety of sources, including upper management, clients, and other departments.
  • Ability to make decisions which have significant impact on the department's credibility, operations, and services.


Required/Desired Foreign Language

  • Fluency in written and spoken English required. Ability to work effectively in French and/or Spanish desirable

Travel Required (include percentage of required travel, if applicable)

  • 10%


Key Working Relationships:

Supervisory: System Administrators, Configuration and Integration Analysts, Business Analysts

Internal: Business Process Owners,senior leadership, other IT teams

External: Business partners, peer organizations, professional associations


Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

* Serves with Integrity

* Models Stewardship

* Cultivates Constructive Relationships

* Promotes Learning


Competencies Relevant for the Specific Position (include those that are applicable):

These are rooted in the mission, values, and principles of CRS and used by each program manager to fulfill his or her responsibilities and to achieve the desired results:


Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

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