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Salesforce Service Delivery Manager
ConfidentialNavi Mumbai, Mumbai, Mumbai City18 days ago
Job descriptionDefine and manage the product vision, roadmap, and feature prioritization for Salesforce platforms (Sales Cloud, Service Cloud, Marketing Cloud, etc.). Conduct stakeholder analysis, gather requirements, and translate into actionable user stories and feature backlogs. Partner with developers, architects, and QA teams to ensure on-time delivery of scalable solutions. Continuously assess platform performance, drive product enhancements, and ensure end-user adoption through training and documentation. Leverage analytics to measure product success and identify growth opportunities. Manage Salesforce programs involving multiple interconnected projects and initiatives. Define program goals, scope, schedules, and resource allocation in line with organizational priorities. Develop governance frameworks, ensuring cross-team alignment, risk mitigation, and consistent delivery standards. Serve as a thought leader, ensuring Salesforce best practices and scalable architecture are incorporated. Track program progress and communicate status updates, roadblocks, and successes to leadership. 8+ years of overall experience with at least 4 years in Salesforce service delivery, product, or program management roles. Proven track record managing Salesforce implementations and enhancements across Sales Cloud, Service Cloud, or Marketing Cloud. Strong experience with Agile methodologies (Scrum, Kanban) and tools like JIRA, Confluence, or Trello. Salesforce Certifications : Minimum Salesforce Administrator ; additional certifications like Salesforce Product Owner, Service Cloud Consultant, or PMP are a plus. Demonstrated expertise in stakeholder management, requirement gathering, and risk management. Excellent analytical, communication, and leadership skills. Experience in multi-cloud Salesforce deployments or third-party integrations. Knowledge of AI / ML applications within the Salesforce ecosystem (e.g., Salesforce Einstein). Familiarity with managing offshore / onsite development teams and vendors. Industry experience in BFSI, Retail, Healthcare, or Manufacturing verticals. Strategic Planning and Execution Leadership and Team Management Strong Analytical and Problem-Solving Abilities Exceptional Communication and Presentation Skills Collaborative, Flexible, and Results-Oriented
We are seeking an experienced Salesforce Service Delivery / Program / Product Manager who will play a pivotal role in driving successful delivery, optimization, and enhancement of Salesforce-based solutions. This role requires an individual with strong leadership, project management, and Salesforce platform expertise to oversee end-to-end service delivery, manage programs, or drive product roadmaps.
Key Responsibilities
1. Service Delivery Manager (SDM)
- Oversee end-to-end delivery of Salesforce solutions ensuring quality, timeliness, and client satisfaction.
- Manage SLAs and KPIs across Salesforce projects, providing clear metrics and progress reports.
- Act as the primary point of contact for client escalations and service improvement initiatives.
- Ensure seamless operations and support, optimizing incident management and problem resolution processes.
- Collaborate with cross-functional teams to drive operational excellence and streamline service delivery processes.
2. Product Manager
3. Program Manager
Required Skills and Qualifications
Preferred Qualifications
Key Competencies
Skills Required
Salesforce, Agile
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Service Delivery Manager • Navi Mumbai, Mumbai, Mumbai City
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