15 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 aService 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 ManagementOwn 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 ResponsibilitiesFacilitate Agile ceremonies including:Sprint Planning
Daily Standups
Sprint Reviews
Sprint Retrospectives
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 ManagementManage 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 ManagementBuild 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 ManagementManage 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 & InnovationIdentify 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 ManagementMaintain 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.
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Reporting & GovernanceTrack and report:SLA Compliance
Incident Trends
Release Success Rate
Sprint Velocity
Backlog Health
Customer Satisfaction (CSAT)
Service Performance Metrics
Produce executive dashboards and governance reports.
È pronto/a a candidarsi?
Si assicuri di aver compreso tutte le responsabilità e i compiti associati a questo ruolo prima di procedere.
Siamo aperti ad assunzioni come dipendente
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