Salesforce Delivery & Support Lead (L2 & SLA)

Mavence Group; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Mavence Group, on behalf of a US-based IT consulting client, seeks a Salesforce Delivery & Support Manager to lead the Delivery Team and oversee service delivery across supported applications.

You will head L2 Salesforce operations, act as the main contact for enterprise incidents and requests, and collaborate with stakeholders to drive continuous service improvement within a fast-paced environment.

Qualifications

• 10+ years IT experience with delivery or application support management.
• Hands-on exposure to ITIL processes and ServiceNow.
• Direct experience with L2 application support or operations enhancements.
• Salesforce CRM knowledge; programming not required.
• Professional level English communication.

Responsibilities

• Own the service delivery process and ensure SLA/compliance across supported applications.
• Lead L2 support operations for Salesforce platform.
• Serve as the primary first point of contact for enterprise incidents and service requests.
• Work closely with stakeholders over production issues.
• Drive continuous service improvement through monitoring and root cause analyses.

Skills

ITIL processes

ServiceNow

L2 support

Salesforce CRM

English communication

Job description

Mavence Group, on behalf of a US-based IT consulting client, seeks a Salesforce Delivery & Support Manager to lead the Delivery Team and oversee service delivery across supported applications.

You will head L2 Salesforce operations, act as the main contact for enterprise incidents and requests, and collaborate with stakeholders to drive continuous service improvement within a fast-paced environment.