ph3Salesforce Service Delivery Manager in ibrido a Milano : /h3 pVALUTIAMO SIA COME LIBERO PROFESSIONISTA CON P.IVA CHE COME DIPENDENTE /p pITALIANO E INGLESE OBBLIGATORIO /p pThe Salesforce Service Delivery Manager is responsible for leading the delivery and continuous /p pimprovement of Salesforce services across multiple business functions and stakeholder groups.
/p pThe role ensures high-quality service delivery, adherence to SLAs/KPIs, operational excellence, /p pagile governance, and customer satisfaction while driving business value from Salesforce /p pinvestments.
/p pThe individual will act as both a bService Delivery Leader and Agile Scrum Master /b, overseeing /p pSalesforce support, enhancements, releases, incident management, and transformation initiatives /p pacross Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Data Cloud, and /p pintegrated enterprise platforms.
/p pThe role requires close collaboration with business stakeholders, product owners, development /p pteams, architects, support teams, and third-party vendors to ensure successful delivery of /p pSalesforce solutions using Agile and DevOps best practices.
/p h3bService Delivery Management /b /h3 ul liOwn end-to-end Salesforce service delivery and managed services operations.
/li liEnsure adherence to contractual SLAs, OLAs, KPIs, and service quality metrics.
/li liGovern Incident, Problem, Change, Release, and Service Request Management processes.
/li liDrive service excellence through operational reviews and performance reporting.
/li liManage escalation handling and serve as the primary point of contact for critical production issues.
/li liConduct monthly service reviews and executive governance meetings.
/li liMonitor service health, system availability, adoption,



and platform performance.
/li liEstablish and maintain service improvement plans.
/li /ul h3bAgile Delivery Scrum Master Responsibilities /b /h3 ul liFacilitate Agile ceremonies including: ul liSprint Planning /li liDaily Standups /li liSprint Reviews /li liSprint Retrospectives /li liBacklog Refinement Sessions /li /ul /li liCoach teams on Agile, Scrum, SAFe, and Lean principles.
/li liRemove delivery impediments and ensure sprint objectives are achieved.
/li liFacilitate stakeholder alignment and prioritization of product backlog items.
/li liMonitor sprint velocity, burndown metrics, and delivery predictability.
/li liEnsure Agile governance standards and best practices are followed.
/li /ul h3bSalesforce Release Change Management /b /h3 ul liManage Salesforce release planning and deployment schedules.
/li liCoordinate releases across multiple environments.
/li liOversee DevOps processes using Copado, Gearset, Azure DevOps, GitHub, or similar /li litools.
/li liEnsure successful deployment without business disruption.
/li liManage release communications and stakeholder readiness.
/li /ul h3bStakeholder Client Management /b /h3 ul liBuild strong relationships with business stakeholders and executive sponsors.
/li liTranslate business goals into Salesforce delivery roadmaps.
/li liProvide regular updates on service performance and project status.




/li liLead customer governance meetings and steering committee sessions.
/li liManage customer expectations and ensure high customer satisfaction levels.
/li /ul h3bResource Vendor Management /b /h3 ul liManage onshore, offshore, and nearshore Salesforce teams.
/li liCoordinate developers, administrators, architects, testers, and business analysts.
/li liConduct capacity planning and resource forecasting.
/li liManage third-party vendors and integration partners.
/li /ul h3bContinuous Improvement Innovation /b /h3 ul liIdentify opportunities for automation and process optimization.
/li liDrive platform adoption and user enablement.
/li liPromote AI, Agentforce, Einstein AI, and Data Cloud capabilities.
/li liImplement improvements to increase operational efficiency and business value.
/li liLead root cause analysis and problem management initiatives.
/li /ul h3bRisk Compliance Management /b /h3 ul liMaintain risk and issue registers.
/li liEnsure compliance with security, privacy, audit, and regulatory requirements.
/li liSupport governance, compliance audits, and disaster recovery planning.
/li liEnsure Salesforce platform security and best practices are followed.
/li /ul h3bReporting Governance /b /h3 ul liTrack and report: ul liSLA Compliance /li liIncident Trends /li liRelease Success Rate /li liSprint Velocity /li liBacklog Health /li liCustomer Satisfaction (CSAT) /li liService Performance Metrics /li /ul /li liProduce executive dashboards and governance reports.
/li /ul br/ pSiamo aperti ad assunzioni come dipendente /p pL'aspetto retributivo / contrattuale lo trattiamo nel primo contatto telefonico /p /p #J-*****-Ljbffr

📌 Salesforce Service Delivery Manager (Milano)
🏢 Dacomat
📍 Milano