IT Service Delivery Manager

7 days ago


Mumbai, Maharashtra, India Capgemini Full time
About the Role

As an IT Service Delivery Manager, you will play a key role in driving the success of our clients' Salesforce implementations. With a focus on delivering high-quality services and ensuring customer satisfaction, this position requires a strong understanding of ITIL standards and excellent client management skills.

Key Responsibilities
  • Engage with clients to understand their Salesforce needs and develop tailored solutions that meet their expectations.
  • Lead global Salesforce implementations across multiple organizations, utilizing your expertise in Sales, Service, and Health Clouds.
  • Develop and implement Knowledge Management processes to ensure efficient service delivery.
  • Monitor Salesforce applications proactively to maintain high availability and ensure seamless user experience.
  • Manage Incident, Problem, Environment, and Change Management activities within RUN scope, prioritizing quality KPIs through corrective and preventive maintenance.
  • Track and report on Weekly/Monthly SLA performance to ensure alignment with client expectations.
  • Drive Major Incident management processes and minimize production backlogs by engaging in RCA/FMA resolutions.
  • Maintain strengths in project planning, resource budgeting/forecasting, estimations, and stakeholder management.
  • Familiarity with Integration/Middleware/Automation tools/ DevOps is an added advantage for this role.
What We Offer

We offer a competitive salary range of $120,000 - $180,000 per annum, depending on location and experience. This role also comes with a comprehensive benefits package, including health insurance, retirement plans, and paid time off. If you're passionate about delivering exceptional IT services and have a strong background in Salesforce, we encourage you to apply for this exciting opportunity.



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