Citizen IT Operations Manager
Wilmington, DE
Monday – Friday 8:00 am – 5:00 pm
Hybrid (3-days onsite)
The Citizen IT Operations Manager is part of the CLS Service organization and leads a team of Business Analysts who support and enhance Salesforce, Pega, and other service applications. This role partners with business and technology teams to deliver solutions that improve client experiences, streamline workflows, and drive operational efficiency.
The team supports a wide range of requests, including system enhancements, user administration, reporting and dashboards, troubleshooting, training, change management, and process improvements. This is an excellent opportunity for a leader who enjoys developing people, solving business challenges, using data to drive decisions, and partnering across teams to deliver results.
Some of the things you will be doing:
- Lead, coach, and develop a team of Business Analysts and Salesforce Administrators.
- Partner with Service Leadership and technology teams to prioritize and deliver business solutions.
- Drive reporting, analytics, and operational insights that improve productivity and service performance.
- Support process improvement initiatives, workload management, and operational effectiveness.
- Build strong relationships with stakeholders through trust, communication, and collaboration.
- Oversee day-to-day operations, team performance, and project prioritization.
- Promote adoption of Salesforce and other business applications through training and change management.
- Share best practices and identify opportunities to leverage technology and automation.
What qualifications, education, and experience do you need?
- Experience leading teams that support Salesforce-based business processes. Salesforce administration, business analysis, product ownership, or operational leadership experience considered.
- Experience working with Salesforce as a user, administrator, business analyst, or operational leader.
- Strong analytical skills with experience using reports, dashboards, and Excel to support decision-making.
- Experience partnering with business and technology teams to solve problems and improve processes.
- Knowledge of service operations, workload management, or client-facing support environments.
- Experience with Power BI, Power Automate, Salesforce administration, or Agile methodologies is a plus.
- Excellent communication, organizational, and relationship-building skills.
- Salesforce certification preferred. Candidates without certification who have relevant experience are encouraged to apply.
This role offers the opportunity to lead a talented team, influence how service organizations use technology, and help shape the future of Salesforce, reporting, automation, and operational excellence across CSC.
#CSC #CSCCareers #LI-HL1
About UsCSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
- CSC is a great place to work with smart and dedicated people.
- We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In’s Best Places to Work.
- We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
- Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
- CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
- As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.
Skills Required
- 3-5 years of Salesforce administration experience
- Salesforce Certified Administrator or Salesforce Platform App Builder certification
- 2-3 years managing a team of Business Analysts in a Salesforce environment
- Experience with Salesforce Service Cloud
- Experience with Python
- Experience with Power Automate
- Experience with Power BI
- Ability to manage workload, adjust priorities, and meet deadlines
- Deep analytical skills and understanding of Service Operations
- Experience creating process improvements for Call Center and Account Management teams
- Experience leading cross-functional teams
- Understanding of Agile working practices
- Successful relationship management with business and technology teams
- Ability to manage and prioritize multiple project responsibilities
- Excellent written and verbal communication skills
- Excellent organizational and time management skills
What the Team is Saying
What We Do
CSC is a global leader in providing business, legal, tax, and digital brand services to companies around the world. With more than 8,000 employees, CSC operates in more than 140 jurisdictions, delivering solutions that help businesses thrive. We pride ourselves on our client-focused approach, market-leading expertise, and unmatched global reach.
Why Work With Us
CSC gives its employees the autonomy to innovate and problem solve, to grow and to share their expertise, and to be a part of a group that genuinely cares for each other and their customers. We offer an excellent benefits package along with good work-life balance in a fun and collaborative environment.
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Employees engage in a combination of remote and on-site work.
