Salesforce - Technical Service Delivery Manager

Job Description

Salesforce - Technical Service Delivery Manager1 Key Responsibilities: Service Delivery Oversight: Oversee the delivery of Salesforce services, ensuring alignment with business objectives and service-level agreements (SLAs). Continuously monitor service performance, identifying and implementing opportunities for improvement. Salesforce Expertise: Apply hands-on Salesforce development experience to guide teams and resolve technical challenges. Manage and optimize integrations with Salesforce to enhance business operations and user experience. ITIL Process Management: Implement ITIL best practices, focusing on incident, change, and problem management. Identify and mitigate risks to ensure seamless and compliant service delivery. Tools and Analytics: Use Jira and ServiceNow for effective project management, incident tracking, and reporting. Leverage Microsoft Charts and data analysis tools to create insightful and actionable reports. Problem Management: Conduct root cause analyses for recurring issues, implementing solutions to prevent reoccurrence. Collaborate with cross-functional teams to ensure swift and effective resolution of problems. Team Leadership: Lead, mentor, and develop a high-performing team, promoting a culture of excellence and collaboration. Provide regular feedback and performance evaluations to support team growth and development. Flexibility and Communication: Adapt to varying work schedules to accommodate global operations and business needs. Communicate effectively with stakeholders at all levels, providing clear updates on service delivery status. Strategic Alignment: Align service delivery processes and objectives with the organizations growth strategies. Drive innovation and process improvements to support organizational goals. Qualifications and Skills: 15+ Years of Experience Bachelors degree in Computer Science, Information Technology, or a related field. Proven experience with Salesforce development and integrations. Strong understanding of ITIL principles and practical application. Proficiency in Jira, ServiceNow, Microsoft Charts, and data analysis tools. Exceptional problem-solving, decision-making, and organizational skills. Excellent communication and interpersonal abilities. Demonstrated capability in team leadership and people management. Flexible and adaptable to dynamic business environments. Preferred: ITIL certification. Project management certification (e.g., PMP, PRINCE2). Experience working in a fast-paced, global environment.