Service Delivery Manager

Job Description: Salesforce Service Manager

Role Overview

We are looking for a Salesforce Service Manager to lead and manage ongoing Salesforce service delivery ensuring high-quality support system stability and continuous improvement. This role sits at the intersection of business stakeholders support teams and technical delivery driving both operational excellence and platform evolution.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end Salesforce service delivery including incident problem and change management.
• Ensure adherence to SLAs KPIs and service quality benchmarks.
• Drive structured support processes across L1/L2/L3 teams.

Stakeholder Management

• Act as the primary point of contact for business stakeholders.
• Translate business needs into actionable enhancements and service improvements.
• Provide regular updates on system performance issues and roadmap.

Platform Governance & Improvements

• Drive continuous improvement initiatives across the Salesforce ecosystem.
• Ensure best practices in configuration customization and release management.
• Maintain governance around data quality security and compliance.

Team Leadership

• Manage and mentor Salesforce support and delivery teams.
• Coordinate with developers admins and external partners.
• Foster accountability and performance within the team.

Release & Change Management

• Oversee release planning testing and deployment cycles.
• Ensure minimal disruption to business operations during changes.
• Drive adoption of structured DevOps practices.

Reporting & Metrics

• Track and report service metrics (incident trends resolution times system uptime).
• Use insights to improve service quality and reduce recurring issues.

Required Skills & Experience

• 812 years of overall IT experience with 5 years in Salesforce.
• Strong experience in Salesforce Service Cloud (case management workflows automation).
• Proven track record in service delivery / AMS / support management.
• Good understanding of Salesforce architecture configurations and integrations.
• Experience with incident/problem/change management frameworks (ITIL preferred).
• Strong stakeholder management and communication skills.
• Experience working in global delivery models.

Good to Have

• Salesforce certifications (Admin / Service Cloud / Platform App Builder).
• Exposure to Sales Cloud Experience Cloud or Field Service.
• Familiarity with DevOps tools (Copado Gearset CI/CD pipelines).
• Experience in data governance security and compliance within Salesforce.

Required Experience:

Manager