Salesforce Delivery Lead

Ascendion; Gurugram District; On-site; INR 2,800,000 - 4,600,000; Full time

Job summary

Ascendion is seeking an experienced Salesforce Delivery Lead in Gurgaon to steer L2/L3 application support for Salesforce across Sales Cloud and Service Cloud. You will lead delivery teams, ensure SLA adherence, and coordinate with architects and engineers to resolve complex production issues.

This role emphasizes ITIL governance, stakeholder management, mentoring, and driving automation and AI adoption to improve service quality for Fortune 500 clients.

Qualifications

• 10+ years of Salesforce experience with L2/L3 support leadership.
• Strong Salesforce troubleshooting and technical skills.
• Experience with Sales Cloud/Service Cloud; Experience Cloud is a plus.
• ITIL, incident and change management, SLA, and service governance expertise.

Responsibilities

• Lead Salesforce L2/L3 support teams including planning and delivery governance.
• Own SLA/KPI, incident, problem, change, and release management.
• Lead P1/P2 incidents and war rooms with triage, RCA, and corrective actions.
• Provide technical leadership for complex Salesforce production issues and L3 escalations.
• Work with Architects and Engineering on Salesforce configuration, Apex, LWC, Flows, integrations, APIs, data, security, and performance issues.
• Drive backlog reduction, automation, AI adoption, knowledge management, and continuous improvement.
• Manage customer stakeholders and provide regular service and governance updates.
• Mentor the team and drive technical capability and skill development.

Skills

Salesforce delivery leadership

ITIL governance

Stakeholder management

Team mentoring

Problem solving

Tools

Salesforce

Apex

LWC

Flows

Integrations

APIs

Job description

About Ascendion

Ascendion is a leader in AI-Native platform driven software engineering company that underwrites outcomes, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com

About Ascendion

Ascendion is a leader in AI-Native platform driven software engineering company that underwrites outcomes, helping businesses innovate faster, smarter, and with greater impact. We partner with Global 2000 clients across North America, UK, Europe, and APAC to solve complex challenges in data, experience design, software product engineering, and workforce transformation. Powered by expert engineers, thousands of AI agents, and our Engineering to the Power of AI™ (EngineeringAI) method, we deliver measurable outcomes that build trust, unlock value, and accelerate growth. Learn more at ascendion.com

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

• Build the coolest tech for world's leading brands
• Solve complex problems – and learn new skills
• Experience the power of transforming digital engineering for Fortune 500 clients
• Master your craft with leading training programs and hands-on experience

Experience a community of change makers! Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About The Role

We are looking for an experienced Salesforce Delivery Lead to lead and manage L2/L3 Salesforce Application Support operations. The role will combine delivery leadership, technical oversight, team management, stakeholder management, and service governance to ensure high-quality and stable Salesforce operations.

Job Title: Salesforce Delivery Lead

Key Responsibilities

• Manage Salesforce L2/L3 support teams, including resource planning, performance, and delivery governance.
• Own SLA/KPI adherence, incident, problem, change, and release management.
• Lead P1/P2 incidents and war rooms, including technical triage, stakeholder communication, RCA, and corrective actions.
• Provide technical leadership for complex Salesforce production issues and L3 escalations.
• Work with Architects and Engineering teams on Salesforce configuration, Apex, LWC, Flows, integrations, APIs, data, security, and performance issues.
• Drive backlog reduction, automation, AI adoption, knowledge management, and continuous improvement.
• Manage customer stakeholders and provide regular service and governance updates.
• Mentor the team and drive technical capability and skill development.

Minimum Qualifications

• 10+ years of Salesforce experience with proven L2/L3 support leadership.
• Strong Salesforce technical and troubleshooting capabilities.
• Experience with Sales Cloud/Service Cloud; Experience Cloud is an advantage.
• Strong ITIL, incident/problem management, SLA, and service governance experience.
• Excellent stakeholder and people-management skills.
• Insurance domain experience preferred.
• Salesforce certifications are an advantage.

Location: Gurgaon, India