Technical Delivery Manager

As a Technical Delivery Manager, you will play a critical role in managing and supporting the Insurance Workbench applicationa strategic platform that combines Underwriting Workbench, Global CRM, and Claims. This position requires effective Salesforce expertise, leadership in application support (L2 and L3), and program management skills to drive governance and strategic initiatives. You will collaborate closely with the Platform Lead to execute the Insurance Workbench roadmap and explore emerging capabilities such as Data Cloud and AI.

What youll be DOING

What will your essential responsibilities include?

• Insurance Workbench (Underwriting Workbench, Global CRM, and Claims) & Application Support: End-to-end support for Insurance Workbench, including managing licensing, vendor relationships (Salesforce and professional services), and application-level requests. Oversee L2 and L3 support operations with a 24x5 engineering team to ensure platform stability and timely incident resolution.
• Governance & Program Management: Act as program manager for governance forums (Platform Governance, Release Governance, Quality Assurance Governance). Track and manage actions from governance meetings and strategic initiatives. Collaborate with the Platform Lead on roadmap planning and execution for Insurance Workbench.
• Security & Compliance: Support on SSO, certificates, backup & recovery, and key encryption issues. User Access Management: Onboard privileged users to CyberArk and non-privileged users to Aveksa. Rotate service/integration account credentials every 60 days and store them in CyberArk Safe. Credential Automation: Conduct proof of concept using Azure Key Vault for automated credential rotation. Support penetration testing requirements. Maintain compliance with relevant regulations and company policies.
• Performance Monitoring & Optimization: Monitor transactions and performance with Dynatrace, including event monitoring, notifications, and error logging. Optimize Salesforce platform for performance, security, and audit.
• Innovation & Emerging Tech: Explore and implement Salesforce AI capabilities and Data Cloud solutions. Support proof-of-concepts for advanced automation and credential management.
• Salesforce Administration & Development: Customize Salesforce: Create and manage custom objects, fields, workflows, and validation rules. Manage user accounts, profiles, and permission sets, ensuring optimal access levels and security settings. Import, export, and maintain data within Salesforce, conducting cleanup and deduplication when necessary. Implement findings to enhance performance and security. Implement and maintain automated deployment pipelines for Salesforce applications. Automation Processes: Develop and maintain automation using Process Builder, Workflow Rules, and Flow.
• Collaboration & Training: Work with IT teams to integrate Salesforce with other business systems. Provide user support and training to ensure effective platform utilization. Create and maintain reports and dashboards for actionable insights.
• Documentation: Maintain detailed records of configuration changes, customizations, and user guides.

You will report to Platform Lead.

What you will BRING

Were looking for someone who has these abilities and skills:

Required Skills and Abilities:

• Robust understanding of Salesforce, including experience with Sales Cloud, Service Cloud, or other Salesforce products.
• Salesforce Administrator certification is often required or highly recommended.
• Proficiency in using Salesforce tools and features, with familiarity in data management, database concepts, and reporting.
• In-depth knowledge of Salesforce architecture, components, and deployment mechanisms.
• Understanding of Salesforce security features and best practices.
• Ability to analyze complex business processes and design solutions within Salesforce.
• Excellent communication skills for collaboration, understanding requirements, and providing effective training and support.
• Project management skills for handling Salesforce implementations, upgrades, and integrations.
• Senior-level experience in Salesforce Administration and Development.
• Salesforce Administrator and Developer certifications.
• Proven experience managing application support teams (L2/L3) and large-scale platforms.
• Robust program management skills with experience in governance forums and strategic planning.
• Technical proficiency in Dynatrace, CommVault, Shield Encryption, Azure Key Vault, CyberArk, and SSO.

Desired Skills and Abilities:

• Attention to detail to maintain data accuracy and system integrity.
• Ability to troubleshoot and resolve technical issues, collaborating with Salesforce support when necessary.
• Collaborative attitude to work with different teams and departments.
• Stay up-to-date with new Salesforce features and best practices.
• Excellent communication and stakeholder management skills.
• Ability to integrate cross-functional teams and drive change.
• Effective planning and organizational skills with attention to detail.
• Collaborative mindset and adaptability to evolving strategies and technologies.