Salesforce Service Delivery Manager

1 week ago

Hyderabad, Telangana, India People Prime Worldwide Full time

About Company : They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

· Job Title: Salesforce Service Delivery Manager

· Location: Pan india (Hybrid)

· Experience: 15+ yrs

· Job Type : Contract to hire.

· Notice Period:- Immediate joiners.

Mandatory Skills:Salesforce Service Delivery Manager

Job Title: SFDC Lead

Overview
:

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.

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