Service Delivery Manager – Salesforce (Client-Facing, Bay Area)

LocationSan Francisco Bay Area, California (Hybrid – client site visit 1–2 times per week based on business need)Role OverviewWe are seeking an experienced Service Delivery Manager (SDM) to lead end-to-end service delivery for Salesforce-based engagements. The role requires strong technical understanding, operational excellence, and customer-facing skills to ensure high-quality service, stakeholder satisfaction, and continuous improvement. The SDM will work closely with client stakeholders and internal teams to drive delivery outcomes, manage risks, and enhance overall service performance.Key ResponsibilitiesService Delivery & OperationsOwn and manage end-to-end service delivery for Salesforce engagementsEnsure adherence to SLAs, KPIs, and contractual commitmentsDrive incident, problem, and change management aligned with ITIL v4 practicesMonitor service performance and implement continuous improvement initiativesClient & Stakeholder ManagementAct as the primary point of contact for client stakeholdersConduct regular service reviews (weekly/monthly) and executive updatesVisit client office 1–2 times per week (or as needed) to strengthen engagement and collaborationEnsure high customer satisfaction (CSAT) and proactive issue resolutionProject & Program ManagementManage multiple projects (Managed Services and/or T&M models)Oversee planning, execution, and delivery within scope, timeline, and budgetIdentify and mitigate risks, dependencies, and escalationsEnsure alignment with business objectives and delivery roadmapSalesforce Delivery OversightProvide functional and technical oversight across Salesforce platforms (Sales Cloud, Service Cloud, etc.)Collaborate with architects and technical teams to ensure quality solutionsSupport enhancements, releases, and platform optimization initiativesTeam & GovernanceLead cross-functional teams (L1/L2/L3 support, developers, QA)Drive resource planning, utilization, and performance managementEstablish governance frameworks, dashboards, and reporting structuresRequired Qualifications10+ years of experience in IT service delivery / project managementStrong experience managing Salesforce-based engagementsHands-on understanding of Salesforce ecosystem (Sales Cloud, Service Cloud, integrations)Solid knowledge of ITIL v4 practices (Incident, Problem, Change Management)Proven experience in managing both Managed Services and T&M delivery modelsExcellent client-facing, communication, and stakeholder management skillsExperience working with clients in the San Francisco Bay AreaPreferred QualificationsSalesforce certifications (Admin / Platform / Consultant)ITIL v4 certificationPMP / PRINCE2 or equivalent project management certificationExperience managing distributed/global teamsKey SkillsService Delivery ManagementClient Relationship ManagementSalesforce Platform KnowledgeITIL v4 FrameworkProject & Program ManagementRisk & Escalation ManagementCommunication & LeadershipWhat Success Looks LikeConsistent SLA/KPI achievementHigh CSAT and strong client relationshipsSmooth project delivery and minimal escalationsContinuous improvement and innovation in service delivery