Salesforce Service Delivery Lead

Job Description

This position will be based out of either our Itasca, IL or Norwalk, CT office. Incumbent will be working in the office 5 days week.

Position Overview

We are seeking a highly skilled and experienced Salesforce Service Delivery Lead to oversee the successful delivery, operations, and continuous improvement of Salesforce-based solutions and services across the organization. This role is responsible for managing the end-to-end service lifecycle, ensuring operational excellence, driving automation, and leading deployment and release management efforts. The ideal candidate will bring strong ITSM knowledge, leadership skills, and a passion for delivering high-quality delivery, stakeholder satisfaction, and continuous improvement of Salesforce platforms and processes.

Commitment to Internal Control:

This position is required to possess a comprehensive understanding of and adhere to the system of internal controls associated with the fundamental duties and responsibilities of the role. This includes compliance with SOX and all other pertinent regulatory and compliance policies and requirements.

Essential Duties and Responsibilities:

Service Delivery Management:

Lead the end-to-end delivery of Salesforce services, ensuring alignment with business goals and SLAs.

Manage day-to-day operations, including incident resolution, service requests, and performance monitoring related to Salesforce.

Oversee change control, deployment and release management, ensuring smooth and controlled rollouts.

Implement and maintain ITSM best practices (Incident, Problem, Change, and Configuration Management).

Stakeholder Engagement:

Act as the primary point of contact for business stakeholders regarding Salesforce service delivery.

Translate business needs into technical solutions in collaboration with Salesforce developers and architects.

Team Leadership:

Lead and mentor a team of Salesforce administrators, developers, and support staff.

Coordinate with external vendors and partners to ensure timely, high-quality delivery and support.

Governance & Compliance:

Ensure adherence to data governance, security policies, and compliance standards.

Maintain documentation, audit trails, and service reports.

Continuous Improvement:

Monitor KPIs and service metrics and implement improvements to enhance service quality.

Stay updated with Salesforce platform updates and best practices.

Key Performance Indicators:

Complete projects on time, on budget, while maintaining quality

Improve operational efficiency by reducing issue resolution time

Provide Salesforce guidance to both IT and the business across MHCA

Meet stakeholder expectations.

Responsibility and Decision-Making Authority:

N/A

Management/Supervisory Responsibilities:

Indirect leadership

Required Skills:

Strong understanding of Salesforce architecture, including Sales Cloud, Service Cloud, and Experience Cloud.

Proficiency in Salesforce administration, configuration, and user management.

In-depth knowledge of ITSM processes and experience with service delivery frameworks such as ITIL.

Excellent project management and organizational skills.

Strong communication and stakeholder management abilities.

Ability to lead cross-functional teams and manage vendor relationships.

Familiarity with Agile and DevOps methodologies.

Knowledge of integration tools (e.g., MuleSoft, APIs) and data migration strategies.

Analytical mindset with a focus on problem-solving and continuous improvement.

Proficiency in tools such as Jira, Confluence, and Salesforce deployment tools (e.g., Gearset, Copado).

Analytical mindset with a focus on continuous improvement and operational efficiency.

Preferred Skills:

Experience with Salesforce Service Cloud, Sales Cloud, and Experience Cloud.

Familiarity with Agile and DevOps methodologies.

Knowledge of integration tools (e.g., MuleSoft, APIs) and data migration strategies.

Strong analytical and problem-solving abilities.

Education and Experience:

Bachelor’s degree in Computer Science, Information Systems, or related field.

5+ years of experience in Salesforce platform management and service delivery.

Salesforce certifications (e.g., Administrator, Service Cloud Consultant, Platform App Builder) preferred.

Proven experience in ITIL or similar service management frameworks.

Strong leadership, communication, and stakeholder management skills.

Working Hours:

Hours may vary and will require some evening work; frequently requires working 40-45 hours/week depending on business needs.

Travel:

0%-5% Occasional travel to branch offices or seminars may be required.

Physical Demands:

Digital dexterity and hand/eye coordination in operation of office equipment

Light lifting and carrying of supplies, files, etc.

Ability to speak to and hear customers and/or other employees via phone or in person

Body motor skills sufficient to enable incumbent to move from one office location to another

The job description does not constitute an employment contract, implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the employer and requirements of the job change.

The position is exempt and the salary will be between $154,600.00 and $183,000.00 with an opportunity to earn (a discretionary annual bonus).

The salary range is determined and based on internal equity, market data/ranges, applicant's skills, prior relevant experience and education.

Additional benefits:

- Medical, Dental, and vision plans

- 401(k) and matching

- Paid Time Off

- Company Paid Life Insurance

- Employee Assistance Program

- Training and Development Opportunities

- Employee Discounts

Full-time

Hybrid remote