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Capgemini
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Service Delivery Manager

Service Delivery Manager

Capgemini

6 - 10 years

10 - 14 Lacs

mumbai

Posted:1 day ago| Platform:

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Skills Required

salesforce automation tools ui devops salesforce ecosystem project management team management sales change management budgeting estimation stakeholder management service delivery management project planning middleware itil sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Role
We are seeking a seasoned professional to manage RUN operations for Salesforce applications across global/multi-org implementations. The ideal candidate will apply ITIL standards, ensure SLA compliance, and proactively monitor application health while driving incident and change management processes. Key Responsibilities

Manage RUN engagements using ITIL best practices.

Oversee Salesforce applications (Sales, Service, Health Clouds) across multi-org/global setups.

Ensure high availability through proactive monitoring and issue resolution.

Lead Incident, Problem, Environment, and Change Management activities.

Drive Major Incident Management processes and minimize production issue backlogs.

Track and report Weekly/Monthly SLAs and KPIs.

Conduct RCA/FMA for corrective and preventive maintenance.

Apply KM processes for effective RUN operations.

Collaborate with stakeholders for planning, budgeting, forecasting, and estimations.

Your Profile

Hands-on development experience in Salesforce and related technologies.

Strong understanding of Salesforce ecosystem including Sales, Service, and Health Clouds.

Experience in IT Service Industry.

Familiarity with E-commerce, Mobile, and UI technologies.

Proven experience in project planning and stakeholder management.

Exposure to Integration, Middleware, Automation tools, and DevOps (preferred).

ITIL Foundation or higher.

Salesforce Administrator / Developer certifications.

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Service Delivery Manager