12 ago - Milano
Dacomat
Salesforce Service Delivery Manager in ibrido a Milano : VALUTIAMO SIA COME LIBERO PROFESSIONISTA CON P.IVA CHE COME DIPENDENTE ITALIANO E INGLESE OBBLIGATORIO The Salesforce Service Delivery Manager is responsible for leading the delivery and continuous improvement of Salesforce services across multiple business functions and stakeholder groups. The role ensures high-quality service delivery, adherence to SLAs/KPIs, operational excellence, agile governance, and customer satisfaction while driving business value from Salesforce investments. The individual will act as both a Service Delivery Leader and Agile Scrum Master , overseeing Salesforce support, enhancements, releases, incident management, and transformation initiatives across Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Data Cloud, and integrated enterprise platforms. The role requires close collaboration with business stakeholders, product owners, development teams, architects, support teams, and third-party vendors to ensure successful delivery of Salesforce solutions using Agile and DevOps best practices. Service Delivery Management • Own end-to-end Salesforce service delivery and managed services operations. • Ensure adherence to contractual SLAs, OLAs, KPIs, and service quality metrics. • Govern Incident, Problem, Change, Release, and Service Request Management processes. • Drive service excellence through operational reviews and performance reporting. • Manage escalation handling and serve as the primary point of contact for critical production issues. • Conduct monthly service reviews and executive governance meetings. • Monitor service health, system availability, adoption, and platform performance.
• Establish and maintain service improvement plans. Agile Delivery & Scrum Master Responsibilities • Facilitate Agile ceremonies including: o Sprint Planning o Daily Standups o Sprint Reviews o Sprint Retrospectives o Backlog Refinement Sessions • Coach teams on Agile, Scrum, SAFe, and Lean principles. • Remove delivery impediments and ensure sprint objectives are achieved. • Facilitate stakeholder alignment and prioritization of product backlog items. • Monitor sprint velocity, burndown metrics, and delivery predictability. • Ensure Agile governance standards and best practices are followed. Salesforce Release & Change Management Manage Salesforce release planning and deployment schedules. • Coordinate releases across multiple environments. • Oversee DevOps processes using Copado, Gearset, Azure DevOps, GitHub, or similar tools. • Ensure successful deployment without business disruption. • Manage release communications and stakeholder readiness. Stakeholder & Client Management • Build strong relationships with business stakeholders and executive sponsors. • Translate business goals into Salesforce delivery roadmaps. • Provide regular updates on service performance and project status. • Lead customer governance meetings and steering committee sessions.
• Manage customer expectations and ensure high customer satisfaction levels. Resource & Vendor Management • Manage onshore, offshore, and nearshore Salesforce teams. • Coordinate developers, administrators, architects, testers, and business analysts. • Conduct capacity planning and resource forecasting. • Manage third-party vendors and integration partners. Continuous Improvement & Innovation • Identify opportunities for automation and process optimization. • Drive platform adoption and user enablement. • Promote AI, Agentforce, Einstein AI, and Data Cloud capabilities. • Implement improvements to increase operational efficiency and business value. • Lead root cause analysis and problem management initiatives. Risk & Compliance Management • Maintain risk and issue registers. • Ensure compliance with security, privacy, audit, and regulatory requirements. • Support governance, compliance audits, and disaster recovery planning. • Ensure Salesforce platform security and best practices are followed. Reporting & Governance • Track and report: o SLA Compliance o Incident Trends o Release Success Rate o Sprint Velocity o Backlog Health o Customer Satisfaction (CSAT) o Service Performance Metrics • Produce executive dashboards and governance reports.
Competenze richieste: Siamo aperti ad assunzioni come dipendente L'aspetto retributivo / contrattuale lo trattiamo nel primo contatto telefonico se vi interessa l'occasione , condividetemi un vostro cv alla mail : esplicitando : - eventuale disponibilità (preavviso) - località lavorativa città (ibrido/sede/remoto) CANDIDATEVII!!!
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