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Service Owner / Delivery Manager – Salesforce

Experience: 11–17 Years

Location: Chennai / Indore

Work Mode: Hybrid

Job Overview

We are looking for an experienced Service Owner / Delivery Manager to manage end-to-end Salesforce service operations across multiple Salesforce orgs. The ideal candidate will be responsible for SLA governance, production support, team capacity planning, service improvements, audit and compliance, and security management.

Key Responsibilities

• Manage end-to-end service ownership across multiple Salesforce orgs.
• Monitor production tickets and ensure compliance with SLAs and IT service governance standards.
• Manage support team capacity, ticket volumes, leave planning, and resource availability.
• Review support tickets for completeness and compliance with established guidelines.
• Identify service improvement opportunities and cost optimization initiatives.
• Monitor Salesforce releases and assess their potential impact on production environments.
• Maintain service documentation and lead monthly service review meetings covering org health and service performance.
• Conduct User Access Reviews every six months.
• Ensure compliance with IT change management processes, audit requirements, and security guidelines.
• Prepare and review security documentation, including Authorization Concepts and Logging Concepts.
• Coordinate end-to-end security activities, including SAST and Fortify scans.
• Participate in sprint planning and identify opportunities for second-level support teams to assist development teams.
• Lead discussions on backup and archiving strategies, security tools, and related proof-of-concept assessments.
• Support ITS Project Managers with service planning and operational capacity updates.

Required Skills & Expertise

• Strong experience in Salesforce service ownership and service delivery management.
• Experience managing production support, incident management, ticketing systems, and SLA governance.
• Knowledge of ITSM processes, change management, audit, and compliance.
• Experience with user access reviews, security assessments, SAST, and Fortify.
• Strong stakeholder management, communication, coordination, and problem-solving skills.
• Experience in capacity planning, service reporting, and continuous improvement.
• Familiarity with Salesforce releases, production environments, backup, and archiving practices.