Service Lead – Salesforce Field Service

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.

• 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.

• 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.

• 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