Salesforce Service Lead

Yara International ASA; São Paulo; Hybrid; BRL 180,000 - 300,000; Full time

Job summary

Yara International ASA in Brazil’s São Paulo region seeks a Salesforce Delivery Lead to manage the Americas Salesforce support and enhancements cell. You will drive service performance, governance and CRM evolution across Sales Cloud and related clouds, with a strong emphasis on delivering value and user experience.

You will guide agile delivery, lead a cross-functional team, ensure SLA compliance, and partner with global Salesforce chapters to align with the firm’s CRM strategy and security

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Fluency in English; Spanish/Portuguese a plus for regional scope.
• Experience leading delivery and teams in support/AMS environments.
• Strong knowledge of Salesforce CRM Clouds, especially Sales Cloud (CRM 1.0/2.0).
• Solid ITIL/ITSM understanding and Agile delivery experience.

Responsibilities

• Lead Salesforce support and enhancements team across the Americas ensuring SLA compliance.
• Own end-to-end delivery and align with business priorities.
• Provide technical and functional guidance on solutions and platform evolution.
• Drive DevOps adoption, CI/CD pipelines and automation within Salesforce ecosystem.

Skills

People leadership

Delivery management

Agile methodologies

Salesforce CRM

Stakeholder management

ITIL

Education

Bachelor's degree in Computer Science / Systems / Engineering / Business Administration

Tools

Salesforce CRM

CI/CD

DevOps

Job description

Job Requisition ID: 25298

About the area

Role positioned within the Service Management job family (initial level PL2), differentiated by the Salesforce domain to keep consistency with the new career framework. The cell combines technical, functional and DevOps operations profiles to support the full lifecycle of application support, small enhancements and CRM evolution.

• Lead the delivery and the people of the Salesforce support and small-enhancements cell across the Americas, acting as the primary accountability point for service performance, delivery outcomes and user experience. The core responsibility is delivery and people leadership, complemented by technical guidance, ensuring SLA compliance, platform governance and alignment with Yara's global CRM strategy across all Salesforce Clouds that make up the CRM, with primary focus on Sales Cloud (CRM 1.0 and 2.0) and gradual preparation of the team and processes for future Revenue Cloud support;
• Lead the end-to-end delivery of Salesforce services, owning quality, stability and alignment with business priorities across the Americas (delivery ownership);
• Lead, develop and engage the team (people), acting as the primary accountability point for delivery outcomes and user experience;
• Provide technical guidance (a mix of technical and functional competence) on solution design, development standards and platform evolution — without this being the core responsibility;
• Drive the agile model (Scrum/Kanban), providing matrix leadership to the Scrum Master and ensuring backlog management, sprint planning, ceremony facilitation, impediment removal and continuous delivery practices;
• Manage demand intake, prioritization and capacity planning aligned with business and strategic objectives;
• Ensure service operations excellence, including Incident, Problem and Change Management processes;
• Define, track and improve KPIs, SLAs and service performance metrics, driving continuous improvement initiatives;
• Act as the main interface with business stakeholders, translating demand into scalable and sustainable Salesforce solutions;
• Drive the adoption of DevOps practices, CI/CD pipelines and automation within the Salesforce ecosystem;
• Ensure governance, risk and compliance, including cybersecurity policies, data privacy and regulatory requirements;
• Manage third-party vendors and external resources, ensuring contractual performance and delivery commitments;
• Act as the regional counterpart to central/global Salesforce teams across every dimension of the ecosystem — strategy and roadmap, product ownership, architecture and solution design, development and administration standards, data and integrations, security and compliance, DevOps and releases, environment management, service operations, licensing, vendors and adoption — representing BR, LATAM and NAM needs, applying global standards, and ensuring two-way decisions, dependency management, escalation and communication.

Profile | Requirements & Qualifications

• Bachelor's degree in Computer Science, Systems, Engineering, Business Administration or a related field;
• Fluency in English. Spanish and Portuguese (for non-Brazilian candidates) are a plus;
• Experience in delivery/service leadership and team development, preferably in support (AMS) and/or platform environments;
• Salesforce: strong knowledge across the CRM Clouds (Sales, Service, Marketing, Experience, Commerce, Data Cloud and CRM Analytics), platform capabilities and integrations, with priority experience in Sales Cloud (CRM 1.0 and 2.0) and the ability to build knowledge and operational readiness for future Revenue Cloud support;
• Service management: solid understanding of ITIL (or similar) practices, including incident, problem and change management;
• Agile delivery: proven experience working in or leading agile squads (Scrum/Kanban) with focus on delivery predictability;
• Stakeholder management: strong ability to engage business and IT stakeholders across multiple countries and cultures;
• Business acumen and vendor/financial awareness, combined with excellent communication skills across business, technical and executive audiences in a multicultural environment. Fluent English is mandatory; Spanish and Portuguese are considered an advantage.
• Desirable certifications: Salesforce (Administrator, Sales/Service Cloud, Revenue Cloud, Data Cloud) and service-management / project-management credentials.