Service Delivery Manager

Capgemini

9 - 12 years

15 - 25 Lacs

bengaluru mumbai (all areas)

Posted:1 day ago| Platform:

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Skills Required

service delivery manager development change management salesforce sales cloud knowledge management salesforce health cloud itil salesforce service cloud salesforce run operations problem management incident management sla management servicenow

Work Mode

Hybrid

Job Type

Full Time

Job Description

Service Delivery Manager (SDM)

Key Responsibilities:

Manage RUN operations for
Salesforce Sales, Service, and Health Clouds
using
ITIL standards
.
Lead
Incident Management
,
Problem Management
,
Change Management
, and
Environment Management
.
Drive
Major Incident Management (MIM)
and ensure proactive issue resolution.
Monitor application health and minimize production backlogs.
Track and report
SLAs
weekly/monthly; ensure
RCA/FMA
for quality KPIs.
Collaborate with stakeholders for
planning, budgeting, and forecasting
.
Apply
Knowledge Management (KM)
processes for operational efficiency.

Required Skills:

Strong hands-on experience in
Salesforce
,
E-commerce
,
Mobile
, and
UI technologies
.
Proven experience in
IT Service Industry
and
RUN engagement delivery
.
Expertise in
ITIL processes
and
service operations
.
Excellent
project planning
and
stakeholder management
skills.

Preferred Skills:

Experience with
global/multi-org Salesforce implementations
.
Exposure to
Integration
,
Middleware
,
Automation tools
, or
DevOps
.

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