Salesforce Service Technical Lead

We know great talent comes in many forms - including people returning from a career break. If you’re looking for part-time hours, flexible working, or a supportive transition back into your career, we’d love to explore how we can make this role work for you.

Credera’s Service Management was founded on customer success, not technology, as a principle. By putting Customer Success at the heart of what we deliver, we are able to work with organisations to understand what they are trying to achieve (the vision) and how they are going to achieve this (goals & objectives) to then align the Salesforce technology landscape to this.

This enables us to build rewarding, long-term, mutually beneficial relationships with our customers.

Credera’s Service Management team was established to help define, develop and manage our customer engagement, to ensure we deliver on the Credera values - Integrity, Transparency, Excellence and, of course, Customer Success. The Service Technical Lead is the senior technical authority within Service Management, responsible for capability uplift, Salesforce technical leadership, and embedding next‑generation Salesforce technologies into delivery. Reporting to the Head of Service Management, the role drives engineering quality, industry‑aligned solutions, and technical evolution consistent with Credera’s 2028 Salesforce strategy.

The role shifts from traditional service delivery towards:

• Being a champion for Data Cloud/Data 360, Agentforce and MC Next across the service function.
• Acting as a key enabler of Credera’s industry plays in NPC, Consumer Goods and Insurance.

• Take ownership of a case load, leading by example in managing all cases efficiently and effectively through to resolution by
• Liaising with customers via Case Comment, email, telephone or face-to-face throughout the delivery process to ensure the best possible outcome
• Performing initial assessment, scoping and requirements definition
• Documenting solution impact assessment, design and estimation
• Building, unit testing and releasing changes using the defined Dev Ops procedure
• Ensure all solutions are delivered using Credera and Salesforce platform best practice and within the appropriate Service Level Agreement
• Support larger case delivery through our defined Technical Design Authority (TDA) approach
• Perform technical reviews across solution design, build (config and code) and deployment
• Help and guide consultants through the development and service processes, reviewing their work when asked or where necessary

• Act as the primary mentor and capability coach for technical colleagues
• Provide support to the Head of and Service Managers in managing performance and output from the team
• Lead the upskilling program within Service Management to enable
• Datacloud/Data
  360 certification (100% target)
• Agentforce Champions
• Foster a high performance, start up mentality consistent with the people strategy
• Encourage ambition, curiosity and courage within the team to help deliver the best possible engagement for our customers
• Support recruitment into Target clouds and future proof our Salesforce capabilties
• Act as the Primary ‘Go To’ person for technical matters for at least 1 of our strategic Understanding the customer’s business, processes and industry and how their Salesforce instance currently supports these
• Actively look for and offer new platform solutions and features for customers, based on platform knowledge and experience of other customers
• Assist in Continuous Improvement Planning (CIP), vision setting and roadmap planning
• Drive adoption of new Salesforce capabilities in customer environments.
• Run workshops, technical discovery and solutioning aligned to Credera’s differentiated value proposition.

• Seek out and suggest process & system improvement opportunities to the Service Management Team (SMT)
• Encourage, enthuse and challenge the team, looking for opportunities for individuals to assume additional responsibilities and extend their knowledge
• AI enablement – identify ways to adopt AI (Agentforce) to improve service delivery

• Excellent understanding of…