Salesforce Functional Lead

Salesforce Functional Lead | Service Cloud

Join to apply for the Salesforce Functional Lead role at Slalom.

Location:

UK – London or Manchester.

Slalom is a global, human‑centric business and technology consulting firm. We specialise in partnering with organisations that aspire to excellence, helping them tackle complex challenges and achieve transformative results through strategy, technology, and business transformation services. By prioritising people, Slalom creates a unique consulting experience, with a team of strategists and engineers delivering practical, end‑to‑end solutions that drive impactful outcomes for our clients.

We empower people and organisations to dream bigger, move faster, and build better tomorrows for all.

As a Platinum Salesforce partner, we help our clients transform the way they connect with their customers. Our team is made up of Salesforce‑certified experts with experience across the Customer Success Platform and multiple industries. As the 3rd largest global Salesforce partner, we are committed to developing our Salesforce talent, offering extensive growth opportunities and exposure to exciting, diverse projects.

We now have an exciting opportunity for a Salesforce Functional Lead— with deep Service Cloud expertise—to join our UK team in either London or Manchester.

• Own the functional solution for Salesforce initiatives, with a strong focus on Service Cloud and customer service transformation programmes.
• Lead the team through all stages of project delivery: initiation, solution definition, functional design, configuration oversight, implementation, and handover.
• Translate complex business requirements into actionable Salesforce solutions, prioritising targeted business outcomes and leveraging the full capabilities of Service Cloud and the broader Salesforce platform.
• Guide multi‑disciplinary teams including business analysts, configurators, developers, and UX designers to ensure cohesive and scalable solution delivery.
• Drive and support Agile delivery processes: planning, backlog grooming, stand‑ups, retrospectives, and sprint demos.
• Collaborate with Slalom and client Quality Assurance teams to define and execute QA and UAT plans, verify sprint releases, and support defect triage.
• Provide thought leadership across customer service operations, case management, omni‑channel, knowledge management, automation, and service process optimisation.

• Demonstrated experience as a Functional Lead, Delivery Lead, Program Lead, or similar role within Salesforce project environments.
• Strong hands‑on experience with Salesforce Service Cloud, including omni‑channel routing, case management, service processes, knowledge, entitlements, and customer service best practices.
• Ability to act as a liaison between business and technical stakeholders, ensuring solutions align with strategic, operational, and user needs.
• Skilled in defining and documenting business and functional requirements for iterative system improvement.
• Experience leading multi‑disciplinary teams across the full lifecycle of Salesforce functional delivery.
• Strong familiarity with Agile methodologies and leading Agile ceremonies.
• Experience with process mapping, BRDs, system diagrams, user stories, test plans, and user experience considerations.
• Understanding of multi‑cloud Salesforce capabilities (e.g., Sales Cloud, Service Cloud, Experience Cloud, App Exchange solutions).
• Experience supporting or leading pre‑sales solutioning is a plus.

We maintain strong relationships with leading technology partners who value our innovative, outcome‑based approach. We work side‑by‑side with client teams to empower them long after project completion. Our goal is always to build momentum that outlasts us.

Life is busy. We support our people in balancing work, family, personal commitments, and client responsibilities. Flexibility is central to enabling great work while maintaining a healthy, fulfilling life.

Great solutions start with great people. Your voice matters in our employee‑led company. We lead with empathy and strive for equity, fostering a…