Salesforce Service Delivery Manager

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 

As a Salesforce Service Delivery Manager, you'll work alongside a team of like-minded individuals within the DCX service line and partner closely with our clients on a wide variety of collaborative and innovative engagements. You will:

• Demonstrated success in end-to-end service delivery, ensuring alignment with client expectations, contractual obligations, and business outcomes.
• Highly proficient in Incident and Problem Management within Salesforce environments, ensuring rapid resolution and root cause analysis to minimize business impact.
• Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
• Influence and re-align stakeholders' expectations where necessary.
• Provide specialist advice to key stakeholders about best ways to meet business IT requirements regarding applications support
• Manage escalations from the client
• Drive a focussed commercial perspective with awareness of delivery cycle times

• Extensive experience in Salesforce delivery and operations, with over 10–12 years in senior leadership roles managing complex, large-scale Salesforce programs across both onshore and offshore teams.
• Skilled in stakeholder communication, providing regular updates to internal and external stakeholders on operational status, risks, and potential issues, ensuring transparency and proactive issue resolution.
• Deep understanding of Salesforce platform capabilities, including Service Cloud, Sales Cloud, and integrations with third-party systems.
• Proven track record in resource management, including hiring, onboarding, and performance oversight of cross-functional delivery teams in a flexible resourcing model that adapts to evolving client needs and priorities.
• Experienced in delivering services aligned to agreed SLA's, with a strong focus on operational excellence and client satisfaction.
• Comprehensive knowledge of the ITIL Framework, with practical application in IT operations and service management across the full IT lifecycle.
• Strong leadership in conflict resolution and team mentoring, fostering collaboration and accountability across geographically distributed teams.
• Champions a culture of continuous improvement, actively monitoring performance metrics and identifying opportunities to enhance service delivery and customer experience.
• Excellence in customer service, with the ability to build and maintain strategic partnerships with client stakeholders and internal business units.
• Experienced in tracking financial performance against forecasts and managing change controls to protect margins and delivery integrity.
• Strong ability to plan and deliver impactful and persuasive communications, both oral and written, tailored to executive and operational audiences.

What you'll love about working here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs, and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for career growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.
• We don't just believe in inclusion we actively go out to making it a working reality. Driven by our core values and 'Inclusive future for all' campaign, we build environments where you can bring your whole self to work.

Apply today

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.