Salesforce Service Delivery Manager
Location: Remote (USA)
We are hiring a Salesforce Service Delivery Manager to oversee end-to-end Salesforce operations, support, and enhancement delivery across multiple business units. This role is ideal for a leader who thrives in a high-availability, enterprise Salesforce environment and excels in governance, stakeholder management, and service stability.
Responsibilities
Lead Salesforce support operations across Incident, Problem, Change & Release Management
Ensure platform uptime, performance, integration health, and API limit management
Drive SLA adherence, backlog prioritization, RCA governance, and operational reporting
Coordinate enhancements, CRs, and release cycles with engineering, QA, and DevOps teams
Manage global delivery teams and serve as the primary interface for business & IT stakeholders
Govern processes using ITIL, Agile, and DevOps frameworks
Support compliance, security, and audit requirements
Lead continuous improvement and automation initiatives
Requirements
10 15 years overall experience, including 6+ years managing Salesforce delivery/support
Strong Salesforce Sales, Service, and Experience Cloud understanding
Exposure to integrations (MuleSoft/APIs)
Salesforce DevOps tools (Copado/Gearset/Flosum)
Strong ITIL background (Major Incident Handling, 24x7 support models)
Excellent communication, analytical, and decision-making skills
Preferred Certifications
Salesforce Administrator (ADM 201)
Advanced Admin, App Builder, Service Cloud Consultant
ITIL v4 Foundation
PMP/CSM
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