We are seeking an experienced Salesforce Service Delivery/ Program/Product Manager who will play a pivotal role in driving successful delivery, optimization, and enhancement of Salesforce-based solutions.
This role requires an individual with strong leadership, project management, and Salesforce platform expertise to oversee end-to-end service delivery, manage programs, or drive product roadmaps.
Key Responsibilities
1.
Service Delivery Manager (SDM)
- Oversee end-to-end delivery of Salesforce solutions ensuring quality, timeliness, and client satisfaction.
- Manage SLAs and KPIs across Salesforce projects, providing clear metrics and progress reports.
- Act as the primary point of contact for client escalations and service improvement initiatives.
- Ensure seamless operations and support, optimizing incident management and problem resolution processes.
- Collaborate with cross-functional teams to drive operational excellence and streamline service delivery processes.
2.
Product Manager
- Define and manage the product vision, roadmap, and feature prioritization for Salesforce platforms (Sales Cloud, Service Cloud, Marketing Cloud, etc.).
- Conduct stakeholder analysis, gather requirements, and translate into actionable user stories and feature backlogs.
- Partner with developers, architects, and QA teams to ensure on-time delivery of scalable solutions.
- Continuously assess platform performance, drive product enhancements, and ensure end-user adoption through training and documentation.
- Leverage analytics to measure product success and identify growth opportunities.
3.
Program Manager
- Manage Salesforce programs involving multiple interconnected projects and initiatives.
- Define program goals, scope, schedules, and resource allocation in line with organizational priorities.
- Develop governance frameworks, ensuring cross-team alignment, risk mitigation, and consistent delivery standards.
- Serve as a thought leader, ensuring Salesforce best practices and scalable architecture are incorporated.
- Track program progress and communicate status updates, roadblocks, and successes to leadership.
Required Skills and Qualifications
- 8+ years of overall experience with at least 4 years in Salesforce service delivery, product, or program management roles.
- Proven track record managing Salesforce implementations and enhancements across Sales Cloud, Service Cloud, or Marketing Cloud.
- Strong experience with Agile methodologies (Scrum, Kanban) and tools like JIRA, Confluence, or Trello.
- Salesforce Certifications: Minimum Salesforce Administrator; additional certifications like Salesforce Product Owner, Service Cloud Consultant, or PMP are a plus.
- Demonstrated expertise in stakeholder management, requirement gathering, and risk management.
- Excellent analytical, communication, and leadership skills.
Preferred Qualifications
- Experience in multi-cloud Salesforce deployments or third-party integrations.
- Knowledge of AI/ML applications within the Salesforce ecosystem (e.g., Salesforce Einstein).
- Familiarity with managing offshore/onsite development teams and vendors.
- Industry experience in BFSI, Retail, Healthcare, or Manufacturing verticals.
Key Competencies
- Strategic Planning and Execution
- Leadership and Team Management
- Strong Analytical and Problem-Solving Abilities
- Exceptional Communication and Presentation Skills
- Collaborative, Flexible, and Results-Oriented.
Skills Required
Program, Product