Delivery Manager

Location: Noida, India

Department: Salesforce

Experience: 8-10 Years

Skills: Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce

• Manage end-to-end delivery of 24×7 Salesforce Managed Services engagements.
• Ensure SLA, KPI, CSAT, response time, resolution time, and service quality targets are consistently achieved.
• Manage daily operations across incidents, service requests, problems, changes, and escalations.
• Ensure appropriate shift coverage and seamless handover across global time zones.
• Drive continuous improvement initiatives to improve service quality, productivity, and operational efficiency.

• Act as the primary point of contact for clients and key business stakeholders.
• Manage client communication across EMEA, APAC, ANZ, US, and Canada time zones.
• Conduct regular service review meetings and operational governance calls.
• Communicate incidents, risks, escalations, service performance, and corrective actions effectively.
• Build strong relationships with business stakeholders and maintain high levels of client satisfaction.
• Manage escalations and ensure timely resolution with appropriate internal teams.

• Lead and manage a 15–20 member Salesforce Managed Services team, including administrators, developers, L2/L3 support resources, and functional consultants.
• Manage resource allocation, shift planning, workload distribution, utilization, and capacity planning.
• Mentor team members and drive knowledge development and cross-skilling.
• Establish clear ownership and accountability within the support organization.
• Conduct regular team reviews and performance discussions.

• Own the incident management process from identification through resolution and closure.
• Triage incoming incidents and service requests based on business impact, severity, priority, and SLA.
• Analyze issues at a basic Salesforce functional and technical level and provide initial troubleshooting or resolution wherever possible.
• Ensure appropriate issues are efficiently escalated to L2/L3 teams when deeper technical expertise is required.
• Coordinate major incident management and stakeholder communication.
• Ensure proper RCA, corrective action, and preventive action for recurring or critical incidents.

• Maintain strong understanding of Salesforce Service Cloud and Salesforce support operations.
• Apply good knowledge of Salesforce administration, case management, users, security, configuration, workflows, automation, and integrations.
• Understand and assess Salesforce production issues before assigning them to specialized teams.
• Maintain working knowledge of Salesforce environments, releases, deployments, and production support processes.
• Communicate effectively with Salesforce Administrators, Developers, Architects, and business stakeholders.

• Apply strong understanding of ITIL/ITSM principles and service management processes.
• Manage Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, Major Incident Management, and SLA Management processes.
• Work with Jira and ITSM/service management tools such as or similar platforms.
• Ensure operational processes, workflows, escalation matrices, and support procedures are properly documented.

• Prepare and present regular service delivery reports and dashboards.
• Track and report SLA compliance, incident volume, MTTR, first response time, backlog, aging tickets, reopened tickets, escalations, CSAT, productivity, utilization, and change success rate.
• Create data-driven insights and identify trends, risks, and improvement opportunities.
• Present operational performance to client stakeholders and leadership.

• Ensure excellent documentation of operational processes, SOPs, runbooks, escalation matrices, KT documents, and support procedures.
• Establish and maintain a strong Knowledge Management process.
• Ensure recurring issues and their resolutions are documented for future reference.
• Maintain accurate service delivery and governance documentation.

• 8–12 years of overall IT experience with significant experience in Salesforce Managed Services.
• Proven experience managing 24×7 Salesforce Managed Service engagements.
• Experience managing 15–20+ member teams in a managed services or support environment.
• Strong client-facing and stakeholder management experience.
• Experience supporting clients across EMEA, APAC, ANZ, US, and Canada.
• Strong understanding of Salesforce Service Cloud.
• Good Salesforce administration and troubleshooting knowledge.
• Strong incident triage and escalation management skills.
• Experience with Jira and ITSM tools.
• Strong understanding of SLA and KPI management.
• Excellent reporting, analytical, documentation, and presentation skills.
• Strong service and project management capabilities.
• Ability to operate effectively in a global 24×7 support environment.

• Salesforce Managed Services.
• Salesforce Service Cloud.
• Service Delivery Management.
• 24×7 Production Support.
• Incident Management.
• Problem Management.
• Escalation Management.
• SLA and KPI Management.
• ITSM / ITIL.
• Client and Stakeholder Management.
• Team Leadership.
• Salesforce Administration and Troubleshooting.
• Jira and ITSM tools.
• Global Time Zone Management.
• Reporting and Governance.
• Excellent verbal and written communication skills.

• Salesforce Sales Cloud.
• Salesforce Service Cloud Consultant certification.
• ITIL Foundation certification.
• Salesforce Managed Services governance.
• Knowledge Management.
• or similar ITSM platforms.
• Advanced Salesforce certifications.
• Experience with global enterprise clients.
• Experience driving continuous improvement initiatives.

• Strong client and stakeholder management capabilities.
• Excellent leadership and team management skills.
• Strong service-oriented mindset with ownership and accountability.
• Excellent communication, presentation, and negotiation skills.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple priorities in a high-volume support environment.
• Strong understanding of global support operations and time-zone management.
• Ability to remain calm and effective during critical incidents and escalations.
• Strong focus on SLA adherence, service quality, and customer satisfaction.
• Proactive approach to operational improvement and process optimization.
• Strong documentation and governance discipline.