Delivery Manager
Algoworks (company site, opens in a new tab)8–12 yrsOn-siteDirect career pageEst. 18–30 LPA
Posted on 21 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end delivery and operational management of 24×7 Salesforce Managed Services engagements across global regions including EMEA, APAC, ANZ, US, and Canada.
- Manage a distributed team of 15–20+ resources, ensuring SLA, KPI, CSAT, and service quality targets are met consistently while handling incident, problem, change, and escalation management.
- Act as primary client contact managing communication, reviews, escalations and driving continuous improvement initiatives to enhance service quality and operational efficiency.
Minimum Requirements
- 8–12 years of overall IT experience with significant experience in Salesforce Managed Services and 24×7 production support.
- Proven experience managing global Salesforce Managed Service engagements and distributed teams of 15–20+ members.
- Strong knowledge of Salesforce Service Cloud, Salesforce administration, incident and escalation management, and ITSM principles (e.g., ITIL), with experience using Jira or similar ITSM tools.
- Work Mode: Managed Services / 24×7 Support Environment with flexible/rotational shifts covering multiple time zones (EMEA, APAC, ANZ, US, Canada).
Ideal Candidate Profile
- Experienced in managing large-scale global Salesforce Managed Services operations with demonstrated ability to handle multi-regional client interactions and service delivery governance.
- Strong leadership skills with capability to manage, mentor, and coordinate cross-functional teams (administrators, developers, support) in a 24×7 support context.
- Data-driven and process-oriented approach focusing on SLA adherence, reporting, escalation management, and continuous operational improvements.