Zensar Technologies · 1 day ago
SFDC Service Delivery Manager
Wisconsin, Madison, WI, 53703, US
Full-time
Hybrid
Senior Level, Lead/Staff
12+ years expZensar Technologies is a people-oriented technology company focused on helping clients thrive in a complex digital world. They are seeking a Salesforce Service Delivery Manager who will lead the end-to-end delivery of Salesforce support and operations, ensuring stable platform performance and managing stakeholder expectations.
ConsultingIT ManagementOutsourcingSoftware
No H1B
Responsibilities
Own end-to-end Salesforce support operations including Incident, Problem, Change, and Release Management
Ensure SLA adherence, backlog reduction, and timely resolution of tickets
Conduct daily/weekly operational reviews, including Risk/Issue tracking & mitigation planning
Monitor platform performance, integrations, API limits, and ensure smooth business operations
Act as the primary contact for business stakeholders, IT leadership, and vendor partners
Manage communication cadence: weekly status reports, monthly Steerco presentations, and RCA reviews
Translate business needs into technical outcomes with clear prioritization
Lead and mentor Salesforce administrators, developers, QA, and offshore support teams
Ensure right resource allocation, workload balancing, and skills utilization across streams
Conduct periodic performance reviews and support capability uplift (Training, Certifications)
Implement best practices for operational excellence, including DevOps, ITIL, and Agile processes
Ensure compliance with security, audit, GDPR, and organizational policies
Maintain documentation: SOPs, runbooks, RCA logs, change logs, deployment checklists
Drive automation for routine tasks (monitoring, data quality, backups, health checks)
Identify recurring issues and push for permanent fixes with problem management
Recommend optimization opportunities: license usage, process gaps, configuration improvements
Oversee small enhancements, CRs, and release cycles
Collaborate with Development, QA, and DevOps teams to ensure smooth deployments
Ensure regression testing and sandbox/production readiness
Qualification
Required
Minimum 12 years of experience
Minimum 6 years in Salesforce delivery & support
Strong understanding of Salesforce Clouds: Sales, Service, Experience, Marketing Cloud
Good grasp of Salesforce admin & configuration including Flows, Reports, Dashboards, Profiles, Permission Sets, and Data Management
Strong grounding in ITIL processes (Incident/Problem/Change Management)
Experience running 24x7 support models with offshore/onshore teams
Proven ability to reduce incidents, drive RCA programs, and manage major incident communications
Excellent communication and stakeholder management skills
Strong analytical, decision-making, and conflict-resolution capabilities
Proactive, structured, and process-driven approach
Ability to operate under high pressure and ambiguity
Preferred
Knowledge of MuleSoft, integration patterns, APIs, and Pub/Sub events
Exposure to DevOps tools (Copado, Gearset, Azure DevOps, Jenkins)
Experience with ServiceNow or similar ITSM platforms
Salesforce Advanced Admin
ITIL Foundation v4
Salesforce Platform App Builder
Salesforce Service Cloud Consultant
Any project management certification (PMP, CSM)
Benefits
Medical
Dental
Vision
401(k)
Company
Zensar Technologies
Zensar Technologies is a software company that provides information technology and business process outsourcing services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$9MKey Investors
Epiris
2015-10-10Post Ipo Equity
2003-07-09IPO
1997-09-01Private Equity· $9M
Leadership Team
Manish Tandon
CEO & Managing Director
Nagesh Nagineni
Practice Leader and CTO for AES, Data and Analytics Services @Zensar Technologies
Recent News
Business Standard India
2025-10-29
Livemint.com
2025-09-26
Company data provided by crunchbase