Salesforce Service Delivery Manager Job at SolutionIT, Remote

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  • SolutionIT
  • Remote

Job Description

Solution IT Inc. is looking for Salesforce Service Delivery Manager for one of its clients Remote

Job Title: Salesforce Service Delivery Manager

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.

Responsibilities:

  • Lead Salesforce AMS delivery: Incidents, Requests, Problems, Enhancements, Releases
  • Ensure SLA/KPI compliance and manage P1/P2 escalations
  • Govern ITIL processes and AMS operating model
  • Act as primary client interface; lead service reviews and QBRs
  • Oversee release readiness, UAT coordination, and production gatekeeping
  • Lead L1/L2/L3 teams; drive capacity, utilization, and skill readiness
  • Drive automation, shift-left, and continuous improvement initiatives

Skills & Certifications

  • Salesforce (Sales, Service, Experience Cloud)
  • ITIL-based AMS delivery, Agile/DevOps governance
  • Strong stakeholder and escalation management

Salesforce Admin / Service Cloud Consultant, ITIL (preferred)

Work Site : Remote

Duration: 6 Months

Expected Start Date : Immediate

Number of Positions: 01

Please send your responses back to [email protected]

Job Tags

Immediate start, Remote work, Shift work,

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