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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.
Required technical skills and competencies
8–12 years of overall IT experience with significant experience in Salesforce Managed Services.
Proven experience managing 24×7 Salesforce Managed Service engagements.
Experience managing 15–20+ member teams in a managed services or support environment.
Strong client-facing and stakeholder management experience.
Experience supporting clients across EMEA, APAC, ANZ, US, and Canada.
Strong understanding of Salesforce Service Cloud.
Good Salesforce administration and troubleshooting knowledge.
Strong incident triage and escalation management skills.
Experience with Jira and ITSM tools.
Strong understanding of SLA and KPI management.
Excellent reporting, analytical, documentation, and presentation skills.
Strong service and project management capabilities.
Ability to operate effectively in a global 24×7 support environment.
Must have skills
Salesforce Managed Services.
Salesforce Service Cloud.
Service Delivery Management.
24×7 Production Support.
Incident Management.
Problem Management.
Escalation Management.
SLA and KPI Management.
ITSM / ITIL.
Client and Stakeholder Management.
Team Leadership.
Salesforce Administration and Troubleshooting.
Jira and ITSM tools.
Global Time Zone Management.
Reporting and Governance.
Excellent verbal and written communication skills.
Good to have skills
Salesforce Sales Cloud.
Salesforce Service Cloud Consultant certification.
ITIL Foundation certification.
Salesforce Managed Services governance.
Knowledge Management.
ServiceNow or similar ITSM platforms.
Advanced Salesforce certifications.
Experience with global enterprise clients.
Experience driving continuous improvement initiatives.
Desired attributes
Strong client and stakeholder management capabilities.
Excellent leadership and team management skills.
Strong service-oriented mindset with ownership and accountability.
Excellent communication, presentation, and negotiation skills.
Strong analytical and problem-solving capabilities.
Ability to manage multiple priorities in a high-volume support environment.
Strong understanding of global support operations and time-zone management.
Ability to remain calm and effective during critical incidents and escalations.
Strong focus on SLA adherence, service quality, and customer satisfaction.
Proactive approach to operational improvement and process optimization.
Strong documentation and governance discipline.
Interview Process
2-3 rounds of discussion.
