Salesforce Service Delivery Manager/ Product Manager / Program Manager

Role Overview

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.