Salesforce Service Delivery Manager/Project Manager

About the role

We are seeking a Salesforce Service Delivery Manager / Project Manager to lead the successful delivery and ongoing operations of Salesforce-based solutions. You will oversee end-to-end project execution, drive service quality, manage stakeholders, and ensure alignment across business, technical, and vendor teams.

This role is suited for professionals with strong project delivery discipline, excellent communication skills, and experience coordinating cross-functional teams in either Agile, Waterfall, or hybrid delivery environments.

You may lead implementation projects, enhancement initiatives, or AMS engagements depending on business needs, with the opportunity to work across varied Salesforce platforms and multi-technology ecosystems.

Job Responsibilities

Project Delivery & Governance

• Execute the role of Service Delivery Manager and/or Project Manager depending on engagement requirements (implementation or AMS).
• Oversee day-to-day delivery and ensure commitments are met within timeline, scope, and budget.
• Create, maintain, and track project schedules, resource plans, deliverables, and milestones.
• Identify risks proactively, define mitigation plans, and drive issues to resolution.
• Prepare and lead steering committee updates, project reports, and governance reviews.

Stakeholder Engagement

• Build strong working relationships with business, IT, and vendor stakeholders.
• Facilitate clear communication on project progress, risks, dependencies, and scope changes.
• Represent the delivery team during client meetings, walkthroughs, and reviews.
• Ensure technical and business decisions are documented, communicated, and approved through the correct governance channels.
• Drive adherence to confidentiality, compliance, and security standards.

Deliverables & Documentation

• Own the creation and maintenance of project governance deliverables and Agile-related artefacts (where applicable).
• Work closely with team leads to track completion of project deliverables and ensure documentation consistency.
• Organise meetings with structured agendas, record outcomes, and ensure follow-through on open items.
• Maintain delivery artefacts such as resource forecasts, cost tracking, project logs, and audit‑ready documentation.
• Support internal governance reviews and maintain required internal governance documentation.

Agile Delivery

• Coach Product Owners and team members on Agile principles and delivery cadence.
• Facilitate Agile ceremonies such as sprint planning, reviews, and retrospectives.
• Support backlog refinement and prioritisation with business stakeholders.
• Remove impediments or guide the team in resolving them.
• Promote transparency through proper use of Agile tools, radiators, and reporting dashboards.
• Adapt delivery approach depending on project context (Agile, Waterfall, Hybrid)

Job Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience.
• Project Management or Scrum Master certification (e.g., PMP, PRINCE2, CSM, PSM).
• Experience delivering projects involving multiple systems, technologies, or integration points.
• Strong communication skills and the ability to engage senior business and IT stakeholders.
• Strong documentation and writing skills for formal deliverables and project artefacts.
• Demonstrated facilitation, coaching, and conflict‑resolution capabilities.
• Strong sense of ownership in managing project tasks, governance, and delivery responsibilities.
• Ability to learn and adhere to internal processes, compliance guidelines, and governance frameworks.

Good to have

• Experience managing Salesforce implementation or AMS engagements.
• Salesforce certifications (e.g. Administrator, App Builder).
• Experience managing public sector projects.

Ways of working

• You may be assigned to either implementation projects or AMS engagements depending on business priorities, each with its own pace and team structure.
• For AMS engagements, you will collaborate with a dedicated AMS team, acting as the primary contact for delivery updates, issue management, and service reviews.
• For implementation projects, you will coordinate cross‑functional roles such as architects, business analysts, developers, and QA, ensuring alignment across streams.
• Work allocation will be planned such that you can manage multiple smaller engagements or focus on one larger project, depending on complexity, scope, and workload.
• You will partner closely with internal delivery governance leads to ensure consistent standards, smooth escalations, and cohesive delivery.