Salesforce - Technical Service Delivery Manager

Salesforce - Technical Service Delivery Manager

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.

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.

Implement ITIL best practices, focusing on incident, change, and problem management.

Identify and mitigate risks to ensure seamless and compliant service delivery.

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.

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.

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.

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.

Align service delivery processes and objectives with the organization's growth strategies.

Drive innovation and process improvements to support organizational goals.

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.

ITIL certification.

Project management certification (e.g., PMP, PRINCE2).

Experience working in a fast-paced, global environment.