Salesforce Service delivery manager

HCLTech; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

HCLTech is seeking a senior Salesforce Delivery Lead to oversee end-to-end delivery across Sales Cloud, Service Cloud and Experience Cloud. You will drive scope-to-release cycles, manage stakeholders and lead a cross-functional team of admins, developers and analysts.

You will enforce architectural standards, CI/CD pipelines and security practices, while maintaining budget and platform stability through CSI and incident resolution improvements.

Qualifications

• 12+ years in IT with a minimum of 3–5 years focusing on Salesforce delivery
• Experience managing Salesforce projects and delivery governance
• Strong knowledge of Salesforce architectures and agile methodologies

Responsibilities

• Project & Delivery Oversight: Manage complete delivery of Salesforce projects (Sales Cloud, Service Cloud, Experience Cloud)
• Track from scope definition to deployment and release cycles
• Stakeholder Management: translate business priorities into trackable actions
• Team Leadership: capacity planning, onboarding, mentoring for admins, developers and analysts
• Governance & Best Practices: enforce architectural standards, release management, CI/CD, security compliance

Skills

Overall service delivery

engagement management

governance

SLA ownership

stakeholder management

escalation management

capacity governance

commercial governance

Sales Cloud

Service Cloud

CPQ

Experience Cloud

Tools

Jira

Confluence

Azure DevOps

Job description

• Project & Delivery Oversight: Manage complete delivery of Salesforce projects (Sales Cloud, Service Cloud, Experience Cloud or other industry cloud)
• Track rom scope definition to deployment / release cycles
• Stakeholder Management: Strong communication between business leaders and technical teams by translating commercial priorities as trackable action items
• Team Leadership: Capacity planning, resource onboarding, Mentor and coach team members from administrators, developers, and analysts and others
• Governance & Best Practices: Enforce architectural standards, release management, CI/CD pipelines, and security compliance across the Salesforce ecosystem.
• Strong understanding of Salesforce ecosystems architectures to estimate efforts and track risk and deliverables
• Financial & Operational Metrics: Oversee budget adherence, P&L responsibility, and continuous improvement in incident resolution and platform stability

Qualifications & Skills

Overall service delivery & engagement management, governance (Incident/Problem/Change), SLA ownership, stakeholder & escalation management, capacity/commercial governance, Sales Cloud, Service Cloud, CPQ, Experience Cloud

SF platform awareness, DevOps/release oversight, reporting & continuous service improvement (CSI), Copado, Conga, DocuSign, Adobe Sign

Experience

12+ years in IT with a minimum of 3–5 years focusing on Salesforce delivery, project management

Technical Knowledge

Solid understanding of the Salesforce platform (declarative tools, flows, integrations, and data models) and Agile methodologies

Tools

Proficiency with tracking tools like Jira, Confluence, or Azure DevOps

Certifications

Salesforce Administrator, Service Cloud Consultant, or professional project management credentials (PMP, CSM) will be advantage