Job Details

Job Title : Salesforce Service Delivery Manager

Location : Remote

Contract Role

Role Overview

The Salesforce Service Delivery Manager (SDM) is responsible for leading and managing the end-to-end delivery of Salesforce support, enhancements, and operations across multiple business units. The SDM ensures stable platform performance, drives continual improvement, manages stakeholder expectations, and acts as the single point of contact (SPOC) for all Salesforce service operations. The role ensures adherence to SLAs, manages offshore/onshore teams, coordinates with cross-functional groups (MuleSoft, Marketing Cloud, Data, Security), and provides proactive governance, reporting, and quality assurance.

Job Description -

Experience: 10-15 Years (minimum 6 years in Salesforce delivery & support)

1. Role Summary

The Salesforce Service Delivery Manager (SDM) is responsible for leading and managing the end-to-end delivery of Salesforce support, enhancements, and operations across multiple business units. The SDM ensures stable platform performance, drives continual improvement, manages stakeholder expectations, and acts as the single point of contact (SPOC) for all Salesforce service operations.

The role ensures adherence to SLAs, manages offshore/onshore teams, coordinates with cross-functional groups (MuleSoft, Marketing Cloud, Data, Security), and provides proactive governance, reporting, and quality assurance.

2. Key Responsibilities Service Delivery & Operations

• Own end-to-end Salesforce support operations including Incident, Problem, Change, and Release Management.
• Ensure SLA adherence, backlog reduction, and timely resolution of tickets.
• Conduct daily/weekly operational reviews, including Risk/Issue tracking & mitigation planning.
• Monitor platform performance, integrations, API limits, and ensure smooth business operations.

• Act as the primary contact for business stakeholders, IT leadership, and vendor partners.
• Manage communication cadence: weekly status reports, monthly Steerco presentations, and RCA reviews.
• Translate business needs into technical outcomes with clear prioritization.

• Lead and mentor Salesforce administrators, developers, QA, and offshore support teams.
• Ensure right resource allocation, workload balancing, and skills utilization across streams.
• Conduct periodic performance reviews and support capability uplift (Training, Certifications).

• Implement best practices for operational excellence, including DevOps, ITIL, and Agile processes.
• Ensure compliance with security, audit, GDPR, and organizational policies.
• Maintain documentation: SOPs, runbooks, RCA logs, change logs, deployment checklists.

• Drive automation for routine tasks (monitoring, data quality, backups, health checks).
• Identify recurring issues and push for permanent fixes with problem management.
• Recommend optimization opportunities: license usage, process gaps, configuration improvements.

• Oversee small enhancements, CRs, and release cycles.
• Collaborate with Development, QA, and DevOps teams to ensure smooth deployments.
• Ensure regression testing and sandbox/production readiness.

• Strong understanding of Salesforce Clouds: Sales, Service, Experience, Marketing Cloud (added advantage).
• Knowledge of MuleSoft, integration patterns, APIs, and Pub/Sub events (preferred).
• Good grasp of Salesforce admin & configuration including Flows, Reports, Dashboards, Profiles, Permission Sets, and Data Management.
• Exposure to DevOps tools (Copado, Gearset, Azure DevOps, Jenkins).
• Knowledge of CRM security, sharing, user access management, and audit compliance.

• Strong grounding in ITIL processes (Incident/Problem/Change Management).
• Experience running 24x7 support models with offshore/onshore teams.
• Proven ability to reduce incidents, drive RCA programs, and manage major incident communications.
• Experience with ServiceNow or similar ITSM platforms.

• Excellent communication and stakeholder management skills.
• Strong analytical, decision-making, and conflict-resolution capabilities.
• Proactive, structured, and process-driven approach.
• Ability to operate under high pressure and ambiguity.

• Salesforce Administrator (ADM 201) - Mandatory
• Salesforce Advanced Admin - Preferred
• ITIL Foundation v4 - Strongly Preferred
• Salesforce Platform App Builder - Nice to have
• Salesforce Service Cloud Consultant - Advantageous
• Any project management certification (PMP, CSM) - Optional

• SLA adherence > 95%
• Reduction of recurring incidents by 30-50% within 6 months
• Backlog reduction & ticket aging control
• Smooth, zero-disruption release cycles
• High stakeholder satisfaction (CSAT > 4.5/5)
• Improved platform stability and user adoption
• Effective team performance & resource utilization