Service Delivery Manager

• Successfully manage a RUN engagement by applying ITIL standards and by managing client expectations through SLA
• Experienced in Managing Multi Org / Global implementations of Salesforce application (Sales, Service, Health clouds)
• Management and be aware of KM processes that are necessary to effectively manage RUN
• Responsible for proactive monitoring and ensuring high availability of salesforce applications
• Responsible for the delivery of all RUN scope activities like Incident, Problem, Environment and Change Management
• Responsible for quality KPIs through corrective and preventive maintenance activities by engaging in RCA/FMA process and resolutions.
• Responsible for Weekly/Monthly SLA tracking and reporting
• Must be able to drive Major Incident management process
• Ensure minimizing all backlogs of issues reported from production
• Should have strengths in project planning, resource budgeting/forecasting, estimations, and stakeholder management.
• Experience in Integration/Middleware/Automation tools/ DevOps would be an added advantage

Skills:

• Salesforce Service Cloud
• Salesforce Health Cloud
• Salesforce Commerce Cloud
• Salesforce Billing
• Sales Cloud
• Risk Management
• Project Management
• Process Improvement
• (SDLC) Methodology