Salesforce - Technical Service Delivery Manager

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 organization’s growth strategies.

• Drive innovation and process improvements to support organizational goals.

Qualifications and Skills:

• 15+ Years of Experience

• Bachelor’s 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.