Position Overview  

We are seeking a highly skilled and experienced Salesforce Service Delivery Lead to oversee the successful delivery, operations, and continuous improvement of Salesforce-based solutions and services across the organization. This role is responsible for managing the end-to-end service lifecycle, ensuring operational excellence, driving automation, and leading deployment and release management efforts. The ideal candidate will bring strong ITSM knowledge, leadership skills, and a passion for delivering high-quality delivery, stakeholder satisfaction, and continuous improvement of Salesforce platforms and processes. 

Responsibilities:  

Service Delivery Management: 

• Lead the end-to-end delivery of Salesforce services, ensuring alignment with business goals and SLAs.
• Manage day-to-day operations, including incident resolution, service requests, and performance monitoring related to Salesforce.
• Oversee change control, deployment and release management, ensuring smooth and controlled rollouts. 
• Implement and maintain ITSM best practices (Incident, Problem, Change, and Configuration Management).

Stakeholder Engagement: 

• Act as the primary point of contact for business stakeholders regarding Salesforce service delivery.
• Translate business needs into technical solutions in collaboration with Salesforce developers and architects.

Team Leadership: 

• Lead and mentor a team of Salesforce administrators, developers, and support staff.

• Coordinate with external vendors and partners to ensure timely, high-quality delivery and support.

Governance & Compliance: 

• Ensure adherence to data governance, security policies, and compliance standards.
• Maintain documentation, audit trails, and service reports.

Continuous Improvement: 

• Monitor KPIs and service metrics and implement improvements to enhance service quality.
• Stay updated with Salesforce platform updates and best practices.

Key Performance Indicators:  

• Complete projects on time, on budget, while maintaining quality
• Improve operational efficiency by reducing issue resolution time 
• Provide Salesforce guidance to both IT and the business across MHCA
• Meet stakeholder expectations.

Required Skills:  

• Strong understanding of Salesforce architecture, including Sales Cloud, Service Cloud, and Experience Cloud.
• Proficiency in Salesforce administration, configuration, and user management.
• In-depth knowledge of ITSM processes and experience with service delivery frameworks such as ITIL.
• Excellent project management and organizational skills.
• Strong communication and stakeholder management abilities.
• Ability to lead cross-functional teams and manage vendor relationships.
• Familiarity with Agile and DevOps methodologies.
• Knowledge of integration tools (e.g., MuleSoft, APIs) and data migration strategies.
• Analytical mindset with a focus on problem-solving and continuous improvement.
• Proficiency in tools such as Jira, Confluence, and Salesforce deployment tools (e.g., Gearset, Copado).
• Analytical mindset with a focus on continuous improvement and operational efficiency.

Preferred Skills:  

• Experience with Salesforce Service Cloud, Sales Cloud, and Experience Cloud.
• Familiarity with Agile and DevOps methodologies.
• Knowledge of integration tools (e.g., MuleSoft, APIs) and data migration strategies.

• Strong analytical and problem-solving abilities.

Education and Experience:  

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 5+ years of experience in Salesforce platform management and service delivery.
• Salesforce certifications (e.g., Administrator, Service Cloud Consultant, Platform App Builder) preferred.
• Proven experience in ITIL or similar service management frameworks.
• Strong leadership, communication, and stakeholder management skills.