Delivery Manager (Salesforce B2B)

Role & responsibilities

Headquartered in California, U.S.A., GSPANN provides consulting and IT services to global clients. We help clients transform how they deliver business value by helping them optimize their IT capabilities, practices, and operations with our experience in retail, high-technology, and manufacturing. With five global delivery centers and 2000+ employees, we provide the intimacy of a boutique consultancy with the capabilities of a large IT services firm.

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Role Overview

Delivery Manager is responsible for managing implementation/Enhancements and L2-L3 support/maintenance of eCommerce ecosystem of applications involving SFCC B2B commerce platform, Umbraco CMS, Tenovos DAM platform, Azure integration services, Next.js UX-UI.

This role involves management of client stakeholders and will be the SPOC for delivery of GSPANN services. Should be well versed in program management, ITIL frameworks, cost benefit analysis, continuous improvements, automation and agile SDLC methodology. Should be able to estimate the effort needed and plan the timelines as well as resources accordingly.

Key Responsibilities

• Single point of escalation contact for client stakeholders pertaining to 1901 program delivery across L2-L3 support and continuous improvement/enhancement teams.
• Experienced in implementation and support of ecosystem of applications involving SFCC B2B, Salsify PIM, Umbraco CMS and Tenovos DAM, SAP ERP, Azure integration services, along with Next.js UI.
• Coordinate with client stakeholders, OEM, 3rd party support teams and GSPANN teams to address requirements gathering, design decisions, issue resolutions & permanent fixes across CMS, PIM, DAM, eCommerce, Next.js UI and their Azure integrations/APIs with other applications like SAP ECC, DMS etc.,
• Engage with stakeholders across the client program to address risks, issues, dependencies and blockers unresolved by technical program manager and tech lead.
• Drive transition planning and execution across L2-L3 support and continuous improvement teams. Drive PI and sprint planning, estimations and address any slippages in timelines, milestones
• Review and track delivery metrics/Support SLA/KPI/trends across the L2-L3 support and continuous improvement teams based on sprint plan.
• Bring in synergies across support and continuous improvement teams to ensure seamless KT and faster resolution of issues
• Conduct weekly, monthly and quarterly meetings with client stakeholders as well as relevant points of contact from teams involved in program
• Guide the team on improvement of services.
• Collaborating with stakeholders and other developers to identify and implement improvements for the system.
• Ensuring compliance with security and development standards of Salesforce.

Preferred candidate profile

• 17+ years of experience with Salesforce commerce cloud configuration/flows with working understanding of any of these (AIS, Umbraco CMS, Salsify PIM, Tenovos DAM, SAP ERP, Payment services, Tax services and WMS/3PL.).
• Experienced in leading a team of 40-50 FTE enhancements and support team. Give delivery guidance to ensure SLAs, KPIs and timelines planned are met with good quality.
• Should track the delivery progress across teams using ServiceNow, JIRA and sprint delivery metrics
• Experienced in running teams in shifts and planning/executing shift ROTA.
• Experience in using GitHub is mandatory & knowledge on CI/CD is must.
• Experience with continuous integration, unit testing, static analysis, and automated integration tests. Continuous delivery experience preferred.
• Proven understanding of Scrum/Kanban and agile principles
• Comfortable working in a fast-paced, results-oriented environment
• Excellent verbal and written communication and collaboration skills to successfully connect with both business and technical teams
• Should be experienced in engaging with client stakeholders and gathering requirements, resolve pending decisions, manager risks and issues.
• Should be able to engage with CXO minus 1 level of stakeholders, apart from Product Owners, Business analysts, architects, OEM management.
• Should have very good articulation and conflict resolution skills.