Salesforce Service Delivery Manager

Salesforce Service Delivery Manager1

Job Title: Salesforce Service Delivery Manager
Location: USA-San Jose(Onshore)

Role Summary
Lead end-to-end Salesforce service delivery, ensuring high-quality execution, client satisfaction, and continuous improvement across engagements.

Key Responsibilities

• Manage Salesforce service delivery with strict adherence to SLAs, KPIs, and ITIL practices
• Act as the primary client contact, driving stakeholder engagement and service reviews
• Oversee multiple projects (Managed Services/T&M) within scope, timeline, and budget
• Provide functional and technical oversight across Salesforce platforms (Sales & Service Cloud)
• Lead cross-functional teams and drive governance, reporting, and performance management

Key Requirements

• 10+ years of experience in IT service delivery/project management
• Strong Salesforce ecosystem knowledge and delivery experience
• Solid understanding of ITIL v4 (Incident, Problem, Change Management)
• Excellent client-facing, communication, and leadership skills

Preferred

• Salesforce, ITIL, PMP/PRINCE2 certifications
• Experience managing global/distributed teams