Salesforce Delivery Manager

Zensar Technologies; Pune District; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

A leading IT services firm is seeking a Salesforce Service Delivery Manager in Pune, Maharashtra. In this role, you will manage client support operations across multiple platforms including Salesforce and MuleSoft APIs. You will be responsible for overseeing incidents, conducting root cause analysis, and driving process improvements. The ideal candidate should have over 10 years of experience, including 5 years with Salesforce Core, and be proficient in ServiceNow. A strong focus on client support and issue resolution is essential in this full-time position.

Qualifications

• 10+ years of overall experience in technical support or system operations.
• 5 years of hands-on experience with Salesforce Core.
• Experience with ServiceNow for incident and change management.

Responsibilities

• Act as the primary point of contact for client support and issue resolution.
• Manage and triage incoming tickets through ServiceNow.
• Conduct root cause analysis for recurring or high-impact issues.

Skills

Salesforce CRM

Data Cloud

Marketing Cloud

MuleSoft APIs

ServiceNow

Data load processes

REST APIs

SQL

Excel

Client-handling skills

Job description

Salesforce Service Delivery Manager

Experience : 10+ Yrs

Support Lead to manage client support operations across integrated platforms including Salesforce, Data Cloud, Marketing Cloud, Loyalty Cloud and MuleSoft APIs. This role involves handling incidents via ServiceNow, executing data load activities, performing root cause analysis, and delivering regular reporting updates to clients.

Key Responsibilities

• Act as the primary point of contact for client support and issue resolution.
• Manage and triage incoming tickets through ServiceNow, ensuring timely and accurate responses.
• Oversee and perform Data load activities into Salesforce and related systems.
• Conduct root cause analysis for recurring or high-impact issues and drive permanent fixes.
• Ensure smooth operation and integration across platforms including Salesforce, Data Cloud, Marketing Cloud, and MuleSoft APIs.
• Provide support for Salesforce Loyalty Cloud, including troubleshooting program configurations, member data, and engagement workflows.
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues.
• Maintain detailed documentation of incidents, resolutions, and system configurations.
• Identify opportunities for automation and process improvements within support workflows.
• Monitor system health and proactively address potential issues.
• Provide regular updates and reports to stakeholders on ticket status, system performance, and support metrics.

Skills

• Strong understanding of Salesforce CRM, Data Cloud, and Marketing Cloud functionalities.
• Experience with MuleSoft APIs and integration workflows.
• Proficiency in ServiceNow for incident and change management.
• Hands‑on experience with data load processes (e.g., using Data Loader).
• Ability to analyze logs, trace errors, and perform root cause analysis.
• Strong knowledge on REST APIs, Bulk API JSON, and SQL.
• Experience in preparing client‑facing reports using tools like Excel or Salesforce Reports.
• Excellent communication, documentation, and client-handling skills.

Experience

• 7+ years of overall experience in technical support or system operations.
• Minimum 5 years of hands‑on experience with Salesforce Core.
• Proven track record of handling data load activities, performing root cause analysis, and supporting enterprise‑level integrations.
• Experience in managing support tickets via ServiceNow or similar ITSM platforms.

Knowledge of Data Cloud, Marketing cloud, Loyalty cloud with MuleSoft integrations and APIs experience.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

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Pimpri Chinchwad, Maharashtra, India