Service Delivery Manager

Your Role

• Extensive experience in Salesforce delivery and operations, with over 10–12 years in senior leadership roles managing complex, large-scale Salesforce programs across both onshore and offshore teams.
• Skilled in stakeholder communication, providing regular updates to internal and external stakeholders on operational status, risks, and potential issues, ensuring transparency and proactive issue resolution.
• Demonstrated success in end-to-end service delivery, ensuring alignment with client expectations, contractual obligations, and business outcomes.
• Highly proficient in Incident and Problem Management within Salesforce environments, ensuring rapid resolution and root cause analysis to minimize business impact.
• Deep understanding of Salesforce platform capabilities, including Service Cloud, Sales Cloud, and integrations with third-party systems.
• Proven track record in resource management, including hiring, onboarding, and performance oversight of cross-functional delivery teams in a flexible resourcing model that adapts to evolving client needs and priorities.

Your Profile

Skills and Experience:

• •Experienced in delivering services aligned to agreed SLA’s, with a strong focus on operational excellence and client satisfaction.
• •Comprehensive knowledge of the ITIL Framework, with practical application in IT operations and service management across the full IT lifecycle.
• •Strong leadership in conflict resolution and team mentoring, fostering collaboration and accountability across geographically distributed teams.
• •Champions a culture of continuous improvement, actively monitoring performance metrics and identifying opportunities to enhance service delivery and customer experience.
• •Excellence in customer service, with the ability to build and maintain strategic partnerships with client stakeholders and internal business units.
• •Experienced in tracking financial performance against forecasts and managing change controls to protect margins and delivery integrity.
• •Strong ability to plan and deliver impactful and persuasive communications, both oral and written, tailored to executive and operational audiences.

What you’ll love about working here

• •You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• •We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• •At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• •We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.

Apply today!