Salesforce Service Delivery & Support Manager [IT Consulting]

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

Our client is a US Business IT Consulting Firm with a rich history in providing IT Services and driving digital transformation initiatives for Tier-One Clients. They are currently working closely with a large-scale MNC Corporation and is seeking a Salesforce Delivery & Support Manager for their Delivery Team.

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 customers regarding incidents and service requests
• Work closely with stakeholders (both internal and external) over production issues
• Drive continuous service improvement practices through monitoring and root causes analyses

Requirements:

• Minimum 10+ years of IT experience, with a recent track record working in Service Delivery or Application Support Management functions
• Exposure under ITIL processes, with hands-on experience using ServiceNow
• Direct experience with L2 application support or operation support enhancements
• Sound knowledge with CRM Salesforce (technical programming experience not required)
• Must have professional level of English communication skills

[Please note: Personal data collected will be used for recruitment purposes only. Shortlisted applicants will be contacted for a confidential discussion by members of our team/company. Applicants not notified within eight weeks may consider their application unsuccessful.]