Salesforce - Service Delivery Manager

Job Title Salesforce Applications Support – Service Delivery Manager (L1 / End-User Support) Role Overview

We are seeking a Salesforce Service Delivery Manager to lead and run a global L1 Salesforce support organization serving business users across regions. This role is accountable for day-to-day end-user support
, service quality, and operational excellence across a distributed onshore, nearshore, and offshore support model
.

This is a people-first, execution-heavy role requiring strong experience in running high-volume Salesforce L1 support
, driving adoption, managing user expectations, and ensuring consistent service delivery across time zones.

• Lead a global Salesforce L1 support team (onshore, nearshore, offshore).
• Own end-user support experience for Salesforce applications across business functions.
• Ensure consistent support coverage, handoffs, and follow-the-sun operations.
• Drive first-contact resolution (FCR) and minimize escalations to L2/L3.

• Act as the face of Salesforce support for business users.
• Ensure clear communication, empathy, and timely resolution for end users.
• Oversee user onboarding, access issues, data fixes, and usability queries
  .
• Partner with business teams to improve adoption and reduce support friction.

• Own incident and service request queues and daily operational metrics.
• Ensure SLA compliance for response and resolution times.
• Lead major incident triage and coordinate with L2/L3 and platform teams.
• Run daily/weekly support standups and operational reviews.

• Manage internal teams and/or managed service providers delivering L1 support.
• Define roles, shifts, coverage models, and escalation paths.
• Coach team members on Salesforce fundamentals, business processes, and soft skills
  .
• Ensure consistent quality across regions through SOPs and playbooks.

• Establish and refine L1 support playbooks
  , runbooks, and knowledge articles.
• Drive self-service and knowledge deflection (FAQs, guided flows, macros).
• Leverage ticketing tools (Service Now, Jira, Salesforce Service Cloud).
• Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes.

• Ensure proper ticket categorization, documentation, and handover to L2/L3.
• Track trends and proactively raise risks impacting user productivity.
• Provide clear executive-level reporting on user pain points and service health
  .

• Proven experience leading Salesforce L1 / end-user support teams
  .
• Experience managing globally distributed teams (onshore, nearshore, offshore).
• Strong understanding of Salesforce user-facing functionality (Sales, Service, Experience).
• Hands-on experience running high-volume support operations
  .
• Strong people management, coaching, and performance management skills.
• Excellent communication and stakeholder management abilities.

• Exposure to ITIL-based support processes.
• Experience working with managed services or AMS providers
  .
• Familiarity with Salesforce Service Cloud for case management.
• Salesforce Admin or Service Cloud certification.

• High end-user satisfaction (CSAT).
• Strong first-contact resolution rates.
• Consistent SLA adherence across regions.
• Reduced escalations to L2/L3.
• Improved Salesforce adoption and usability.

• Has run Salesforce L1 support at scale
  , not just overseen it.
• Comfortable managing people across time zones and cultures
  .
• Balances empathy for end users with operational discipline.
• Can translate user complaints into platform and process improvements.
• Treats Salesforce support as a business-critical service
  , not a helpdesk.