Salesforce service delivery manager

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

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:
- Sprint Planning
- Daily Standups
- Sprint Reviews
- Sprint Retrospectives
- Backlog Refinement Sessions
- Coach teams on Agile, Scrum, SAFe, and L

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