Job Description – Salesforce Service Delivery Manager Role Title: Salesforce Service Delivery Manager Experience: 10–15 Years (minimum 6 years in Salesforce delivery & support) Location: Onsite / Offshore (Hybrid as required) Reports To: Program Director / Engagement Lead 1. Role Summary

The Salesforce Service Delivery Manager (SDM) is responsible for leading and managing the end-to-end delivery of Salesforce support, enhancements, and operations across multiple business units. The SDM ensures stable platform performance, drives continual improvement, manages stakeholder expectations, and acts as the single point of contact (SPOC) for all Salesforce service operations.

The role ensures adherence to SLAs, manages offshore/onshore teams, coordinates with cross-functional groups (MuleSoft, Marketing Cloud, Data, Security), and provides proactive governance, reporting, and quality assurance.

2. Key Responsibilities Service Delivery & Operations

• Own end-to-end Salesforce support operations including Incident, Problem, Change, and Release Management.
• Ensure SLA adherence, backlog reduction, and timely resolution of tickets.
• Conduct daily/weekly operational reviews, including Risk/Issue tracking & mitigation planning.
• Monitor platform performance, integrations, API limits, and ensure smooth business operations.

Stakeholder Management

• Act as the primary contact for business stakeholders, IT leadership, and vendor partners.
• Manage communication cadence: weekly status reports, monthly Steerco presentations, and RCA reviews.
• Translate business needs into technical outcomes with clear prioritization.

Team Leadership

• Lead and mentor Salesforce administrators, developers, QA, and offshore support teams.
• Ensure right resource allocation, workload balancing, and skills utilization across streams.
• Conduct periodic performance reviews and support capability uplift (Training, Certifications).

Governance & Compliance

• Implement best practices for operational excellence, including DevOps, ITIL, and Agile processes.
• Ensure compliance with security, audit, GDPR, and organizational policies.
• Maintain documentation: SOPs, runbooks, RCA logs, change logs, deployment checklists.

Continuous Improvement

• Drive automation for routine tasks (monitoring, data quality, backups, health checks).
• Identify recurring issues and push for permanent fixes with problem management.
• Recommend optimization opportunities: license usage, process gaps, configuration improvements.

Project & Release Coordination

• Oversee small enhancements, CRs, and release cycles.
• Collaborate with Development, QA, and DevOps teams to ensure smooth deployments.
• Ensure regression testing and sandbox/production readiness.

3. Required Skills & Qualifications Technical Skills

• Strong understanding of Salesforce Clouds: Sales, Service, Experience, Marketing Cloud (added advantage).
• Knowledge of MuleSoft, integration patterns, APIs, and Pub/Sub events (preferred).
• Good grasp of Salesforce admin & configuration including Flows, Reports, Dashboards, Profiles, Permission Sets, and Data Management.
• Exposure to DevOps tools (Copado, Gearset, Azure DevOps, Jenkins).
• Knowledge of CRM security, sharing, user access management, and audit compliance.

Service Management Skills

• Strong grounding in ITIL processes (Incident/Problem/Change Management).
• Experience running 24x7 support models with offshore/onshore teams.
• Proven ability to reduce incidents, drive RCA programs, and manage major incident communications.
• Experience with ServiceNow or similar ITSM platforms.

Soft Skills

• Excellent communication and stakeholder management skills.
• Strong analytical, decision-making, and conflict-resolution capabilities.
• Proactive, structured, and process-driven approach.
• Ability to operate under high pressure and ambiguity.

4. Preferred Certifications

• Salesforce Administrator (ADM 201) – Mandatory
• Salesforce Advanced Admin – Preferred
• ITIL Foundation v4 – Strongly Preferred
• Salesforce Platform App Builder – Nice to have
• Salesforce Service Cloud Consultant – Advantageous
• Any project management certification (PMP, CSM) – Optional

5. KPIs / Success Measures

• SLA adherence > 95%
• Reduction of recurring incidents by 30–50% within 6 months
• Backlog reduction & ticket aging control
• Smooth, zero-disruption release cycles
• High stakeholder satisfaction (CSAT > 4.5/5)
• Improved platform stability and user adoption

• Effective team performance & resource utilization

  Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. 
  
  Zensar does not facilitate/sponsor any work authorization for this position.  All candidates must present valid authorization to commence new employment in the U.S. for Zensar. 
  
  Candidates who are currently employed by a client or vendor of Zensar may be ineligible for consideration. 
  
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