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Posted May 7IT Service Delivery Leader - SalesForce
Hybrid
Responsibilities
- Deliver against SLAs, KPIs, and operational metrics across production support, minor enhancements, and releases.
- Drive service reliability, incident reduction, and operational excellence. 2.
- Manage Health Cloud delivery, ensuring stable data models, integrations, and compliant handling of sensitive data.
- Drive AI‑enabled service improvements such as automation, predictive insights, and productivity acceleration within the Salesforce ecosystem. 4.
- Ensure cross‑cloud process consistency, data integrity, and integration reliability.
- Support end‑to‑end CRM workflows spanning sales, service, marketing, and analytics. 5.
- Track vendor performance, manage escalations, and drive corrective actions where needed.
- Support cost control, license optimization, and efficient use of Salesforce capacity. 6.
- Identify and implement opportunities to simplify processes, reduce technical debt, and enhance user experience. Skills &
Requirements
- IT Service Delivery Leader - SalesForce Location: Kharadi, Pune Life. Unlimited.
- What will you be doing? The IT Service Delivery Manager – Salesforce is responsible for the end‑to‑end operational delivery and continuous improvement of Salesforce services, with deep expertise in Marketing Cloud, Health Cloud, and Data 360 (Data Cloud / CRM Analytics), and a strong focus on AI‑enabled efficiency and quality.
- This role owns day‑to‑day service delivery, platform stability, vendor performance, and stakeholder satisfaction, ensuring Salesforce platforms reliably support commercial, digital, and data‑driven business outcomes.
- Working knowledge of Sales Cloud and Service Cloud is required to enable integrated, cross‑cloud delivery.
- Salesforce Service Delivery Ownership Own end‑to‑end service delivery for Salesforce platforms, ensuring availability, performance, security, and compliance.
- Act as the primary service owner and escalation point for Salesforce‑related issues and risks.
- Marketing Cloud & Health Cloud Delivery Lead service delivery for Salesforce Marketing Cloud, covering campaigns, journeys, integrations, and data operations.
- requirements into reliable, scalable Salesforce solutions. 3.
- Data 360, Analytics & AI Enablement Support delivery and operations for Data 360 / Salesforce Data Cloud to enable trusted, unified customer and patient data.
- Apply CRM Analytics and AI capabilities to improve reporting, insights, automation, and service efficiency.
- Cross‑Cloud Integration (Sales & Service Cloud) Maintain strong working knowledge of Sales Cloud and Service Cloud to ensure alignment with Marketing, Health, and Data platforms.
- Experience Required: 8–12 years of IT / Digital delivery experience, with strong Salesforce service delivery ownership.
- Deep expertise in Salesforce Marketing Cloud and Health Cloud.
- experience with Data 360 / Data Cloud / CRM Analytics. Practical
- experience applying AI and automation within Salesforce delivery or operations. Solid working knowledge of Sales Cloud and Service Cloud.
- Experience managing vendors / AMS models in a production environment. Preferred Salesforce certifications (Marketing Cloud, Data, or Architecture).
- Experience in regulated or data‑sensitive domains (e.g., healthcare, life sciences).
Benefits
- Other reasons why you will love it here! Your Future : Major medical coverage + policy exclusions and insurance non-medical limit.
- Work/Life Balance : Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
- Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
- Flexibility: Hybrid Work Model (For most professional roles) Training: Hands-On, Team-Customized, Mentorship Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift.
- Night shift allowances.
Contact
- Learn more about Employee Inclusion Groups on our website ( https://www.smith-nephew.com/ ).
Additional details
- At Smith+Nephew we design and manufacture technology that takes the limits off living.
- Join us as a Service Delivery Manager Planning in Pune and lead the global delivery of mission critical planning systems that power our Supply Chain operations.
- This is a role for someone who wants to influence how world class planning technology supports patient outcomes, shape a global service landscape and drive continuous improvement in a complex and fast evolving environment.
- Vendor & AMS Management Manage AMS partners and system integrators, ensuring delivery quality, SLA adherence, and continuous improvement.
- Stakeholder Engagement & Continuous Improvement Act as a trusted delivery partner for Commercial, Digital, and IT stakeholders.
- Provide regular service performance reporting, risk visibility, and improvement plans.
- Exposure to agile or product‑centric delivery models.
- Leadership Competencies Strong service ownership and accountability mindset Structured problem‑solving and delivery discipline Effective stakeholder communication Comfort operating in multi‑vendor environments Continuous improvement and automation focus You Unlimited.
- We believe in crafting the greatest good for society.
- Our strongest investments are in our people and the patients we serve.