Salesforce service delivery manager

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7f8jkq

Ph3Salesforce Service Delivery Manager in ibrido a Milano : /h3 pVALUTIAMO SIA COME LIBERO PROFESSIONISTA CON P.IVA CHE COME DIPENDENTE /p pITALIANO E INGLESE OBBLIGATORIO /p pThe Salesforce Service Delivery Manager is responsible for leading the delivery and continuous /p pimprovement of Salesforce services across multiple business functions and stakeholder groups. /p pThe role ensures high-quality service delivery, adherence to SLAs/KPIs, operational excellence, /p pagile governance, and customer satisfaction while driving business value from Salesforce /p pinvestments. /p pThe individual will act as both a bService Delivery Leader and Agile Scrum Master /b, overseeing /p pSalesforce support, enhancements, releases, incident management, and transformation initiatives /p pacross Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Data Cloud, and /p pintegrated enterprise platforms. /p pThe role requires close collaboration with business stakeholders, product owners, development /p pteams, architects, support teams, and third-party vendors to ensure successful delivery of /p pSalesforce solutions using Agile and DevOps best practices. /p h3bService Delivery Management /b /h3 ul liOwn end-to-end Salesforce service delivery and managed services operations. /li liEnsure adherence to contractual SLAs, OLAs, KPIs, and service quality metrics. /li liGovern Incident, Problem, Change, Release, and Service Request Management processes. /li liDrive service excellence through operational reviews and performance reporting. /li liManage escalation handling and serve as the primary point of contact for critical production issues. /li liConduct monthly service reviews and executive governance meetings. /li liMonitor service health, system availability, adoption,



and platform performance. /li liEstablish and maintain service improvement plans. /li /ul h3bAgile Delivery Scrum Master Responsibilities /b /h3 ul liFacilitate Agile ceremonies including: ul liSprint Planning /li liDaily Standups /li liSprint Reviews /li liSprint Retrospectives /li liBacklog Refinement Sessions /li /ul /li liCoach teams on Agile, Scrum, SAFe, and Lean principles. /li liRemove delivery impediments and ensure sprint objectives are achieved. /li liFacilitate stakeholder alignment and prioritization of product backlog items. /li liMonitor sprint velocity, burndown metrics, and delivery predictability. /li liEnsure Agile governance standards and best practices are followed. /li /ul h3bSalesforce Release Change Management /b /h3 ul liManage Salesforce release planning and deployment schedules. /li liCoordinate releases across multiple environments. /li liOversee DevOps processes using Copado, Gearset, Azure DevOps, GitHub, or similar /li litools. /li liEnsure successful deployment without business disruption. /li liManage release communications and stakeholder readiness. /li /ul h3bStakeholder Client Management /b /h3 ul liBuild strong relationships with business stakeholders and executive sponsors. /li liTranslate business goals into Salesforce delivery roadmaps.



/li liProvide regular updates on service performance and project status. /li liLead customer governance meetings and steering committee sessions. /li liManage customer expectations and ensure high customer satisfaction levels. /li /ul h3bResource Vendor Management /b /h3 ul liManage onshore, offshore, and nearshore Salesforce teams. /li liCoordinate developers, administrators, architects, testers, and business analysts. /li liConduct capacity planning and resource forecasting. /li liManage third-party vendors and integration partners. /li /ul h3bContinuous Improvement Innovation /b /h3 ul liIdentify opportunities for automation and process optimization. /li liDrive platform adoption and user enablement. /li liPromote AI, Agentforce, Einstein AI, and Data Cloud capabilities. /li liImplement improvements to increase operational efficiency and business value. /li liLead root cause analysis and problem management initiatives. /li /ul h3bRisk Compliance Management /b /h3 ul liMaintain risk and issue registers. /li liEnsure compliance with security, privacy, audit, and regulatory requirements. /li liSupport governance, compliance audits, and disaster recovery planning. /li liEnsure Salesforce platform security and best practices are followed. /li /ul h3bReporting Governance /b /h3 ul liTrack and report: ul liSLA Compliance /li liIncident Trends /li liRelease Success Rate /li liSprint Velocity /li liBacklog Health /li liCustomer Satisfaction (CSAT) /li liService Performance Metrics /li /ul /li liProduce executive dashboards and governance reports. /li /ul br/ pSiamo aperti ad assunzioni come dipendente /p pL’aspetto retributivo / contrattuale lo trattiamo nel primo contatto telefonico /p /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7f8jkq