Salesforce - Service Delivery Manager

Description

Job Title:

Salesforce Applications Support – Service Delivery Manager (L1 / End-User Support)

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.

L1 Salesforce Support Leadership (Critical)

• 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.

End‑User Experience & Adoption

• 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.

Incident, Request & Queue Management

• 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.

Global Team & Vendor Management

• 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.

Process, Tools & Continuous Improvement

• 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.

Governance & Escalation Management

• 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.

Must‑Have

• 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.

Good to Have

• 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.