Salesforce Service Cloud Lead — Customer Service

Slalom; Manchester; On-site; GBP 70,000 - 90,000; Full time

Job summary

Slalom is seeking a Salesforce Functional Lead in Manchester to own the functional solution for Salesforce initiatives, especially Service Cloud. The role involves leading a team through project delivery phases, translating business requirements into Salesforce solutions, and collaborating with multi-disciplinary teams. Strong experience with Salesforce Service Cloud and Agile methodologies is essential. This position offers a rewarding compensation package. Join Slalom to transform customer connections efficiently through innovation.

Qualifications

• Demonstrated experience as a Functional Lead, Delivery Lead, Program Lead, or similar role within Salesforce project environments.
• Strong hands-on experience with Salesforce Service Cloud, including omni-channel routing, case management, service processes.
• Ability to act as a liaison between business and technical stakeholders.
• Skilled in defining and documenting business and functional requirements.
• Experience leading multi-disciplinary teams across the full lifecycle of Salesforce functional delivery.
• Strong familiarity with Agile methodologies and leading Agile ceremonies.
• Experience with process mapping, BRDs, system diagrams, user stories, test plans.
• Understanding of multi-cloud Salesforce capabilities.
• Experience supporting or leading pre-sales solutioning is a plus.

Responsibilities

• Own the functional solution for Salesforce initiatives focusing on Service Cloud.
• Lead the team through all stages of project delivery.
• Translate complex business requirements into actionable Salesforce solutions.
• Guide multi-disciplinary teams to ensure cohesive and scalable solution delivery.
• Drive and support Agile delivery processes.
• Collaborate with Slalom and client QA teams for testing and release support.
• Provide thought leadership across customer service operations and automation.

Job description

Slalom is seeking a Salesforce Functional Lead in Manchester to own the functional solution for Salesforce initiatives, especially Service Cloud. The role involves leading a team through project delivery phases, translating business requirements into Salesforce solutions, and collaborating with multi-disciplinary teams. Strong experience with Salesforce Service Cloud and Agile methodologies is essential. This position offers a rewarding compensation package. Join Slalom to transform customer connections efficiently through innovation.