Delivery Manager

Role overview

We are looking for an experienced Service Delivery Manager – Salesforce Managed Services to lead the delivery and operational management of 24×7 Salesforce Managed Services engagements across global regions.

The ideal candidate will have strong experience managing Salesforce production support and managed services, handling global clients across EMEA, APAC, ANZ, US, and Canada, and leading distributed teams of 15–20+ resources.

The role requires a combination of client management, service delivery, Salesforce functional knowledge, incident and problem management, team leadership, reporting, governance, and ITSM practices.

Key responsibilities:

1. Service Delivery & Managed Services

• Manage end-to-end delivery of 24×7 Salesforce Managed Services engagements.
• Ensure SLA, KPI, CSAT, response time, resolution time, and service quality targets are consistently achieved.
• Manage daily operations across incidents, service requests, problems, changes, and escalations.
• Ensure appropriate shift coverage and seamless handover across global time zones.
• Drive continuous improvement initiatives to improve service quality, productivity, and operational efficiency.

2. Client & Stakeholder Management

• Act as the primary point of contact for clients and key business stakeholders.
• Manage client communication across EMEA, APAC, ANZ, US, and Canada time zones.
• Conduct regular service review meetings and operational governance calls.
• Communicate incidents, risks, escalations, service performance, and corrective actions effectively.
• Build strong relationships with business stakeholders and maintain high levels of client satisfaction.
• Manage escalations and ensure timely resolution with appropriate internal teams.

3. Team Management

• Lead and manage a 15–20 member Salesforce Managed Services team, including administrators, developers, L2/L3 support resources, and functional consultants.
• Manage resource allocation, shift planning, workload distribution, utilization, and capacity planning.
• Mentor team members and drive knowledge development and cross-skilling.
• Establish clear ownership and accountability within the support organization.
• Conduct regular team reviews and performance discussions.

4. Incident Management & Triage

• Own the incident management process from identification through resolution and closure.
• Triage incoming incidents and service requests based on business impact, severity, priority, and SLA.
• Analyze issues at a basic Salesforce functional and technical level and provide initial troubleshooting or resolution wherever possible.
• Ensure appropriate issues are efficiently escalated to L2/L3 teams when deeper technical expertise is required.
• Coordinate major incident management and stakeholder communication.
• Ensure proper RCA, corrective action, and preventive action for recurring or critical incidents.

5. Salesforce Knowledge

• Maintain strong understanding of Salesforce Service Cloud and Salesforce support operations.
• Apply good knowledge of Salesforce administration, case management, users, security, configuration, workflows, automation, and integrations.
• Understand and assess Salesforce production issues before assigning them to specialized teams.
• Maintain working knowledge of Salesforce environments, releases, deployments, and production support processes.
• Communicate effectively with Salesforce Administrators, Developers, Architects, and business stakeholders.

6. ITSM & Operational Processes

• Apply strong understanding of ITIL/ITSM principles and service management processes.
• Manage Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, Major Incident Management, and SLA Management processes.
• Work with Jira and ITSM/service management tools such as ServiceNow or similar platforms.
• Ensure operational processes, workflows, escalation matrices, and support procedures are properly documented.

7. Reporting & Governance

• Prepare and present regular service delivery reports and dashboards.
• Track and report SLA compliance, incident volume, MTTR, first response time, backlog, aging tickets, reopened tickets, escalations, CSAT, productivity, utilization, and change success rate.
• Create data-driven insights and identify trends, risks, and improvement opportunities.
• Present operational performance to client stakeholders and leadership.

8. Documentation & Knowledge Management

• Ensure excellent documentation of operational processes, SOPs, runbooks, escalation matrices, KT documents, and support procedures.
• Establish and maintain a strong Knowledge Management process.
• Ensure recurring issues and their resolutions are documented for future reference.
• Maintain accurate service delivery and governance documentation.