Salesforce Support - Service Delivery Manager
Description
Job Title
Salesforce Applications Support – Service Delivery Manager (L1 / End-User Support)
Role Overview
We are seeking a Salesforce Service Delivery Manager to lead and run a global L1 Salesforce support organization serving business users across regions. This role is accountable for day-to-day end-user support, service quality, and operational excellence across a distributed onshore, nearshore, and offshore support model.
This is a people-first, execution-heavy role requiring strong experience in running high-volume Salesforce L1 support, driving adoption, managing user expectations, and ensuring consistent service delivery across time zones.
Key Responsibilities
L1 Salesforce Support Leadership (Critical)
- Lead a global Salesforce L1 support team (onshore, nearshore, offshore).
- Own end-user support experience for Salesforce applications across business functions.
- Ensure consistent support coverage, handoffs, and follow-the-sun operations.
- Drive first-contact resolution (FCR) and minimize escalations to L2/L3.
End-User Experience & Adoption
- Act as the face of Salesforce support for business users.
- Ensure clear communication, empathy, and timely resolution for end users.
- Oversee user onboarding, access issues, data fixes, and usability queries.
- Partner with business teams to improve adoption and reduce support friction.
Incident, Request & Queue Management
- Own incident and service request queues and daily operational metrics.
- Ensure SLA compliance for response and resolution times.
- Lead major incident triage and coordinate with L2/L3 and platform teams.
- Run daily/weekly support standups and operational reviews.
Global Team & Vendor Management
- Manage internal teams and/or managed service providers delivering L1 support.
- Define roles, shifts, coverage models, and escalation paths.
- Coach team members on Salesforce fundamentals, business processes, and soft skills.
- Ensure consistent quality across regions through SOPs and playbooks.
Process, Tools & Continuous Improvement
- Establish and refine L1 support playbooks, runbooks, and knowledge articles.
- Drive self-service and knowledge deflection (FAQs, guided flows, macros).
- Leverage ticketing tools (ServiceNow, Jira, Salesforce Service Cloud).
- Identify recurring user issues and partner with product and L2/L3 teams to eliminate root causes.
Governance & Escalation Management
- Ensure proper ticket categorization, documentation, and handover to L2/L3.
- Track trends and proactively raise risks impacting user productivity.
- Provide clear executive-level reporting on user pain points and service health.
Required Experience & Skills
Must-Have
- Proven experience leading Salesforce L1 / end-user support teams.
- Experience managing globally distributed teams (onshore, nearshore, offshore).
- Strong understanding of Salesforce user-facing functionality (Sales, Service, Experience).
- Hands-on experience running high-volume support operations.
- Strong people management, coaching, and performance management skills.
- Excellent communication and stakeholder management abilities.
Good to Have
- Exposure to ITIL-based support processes.
- Experience working with managed services or AMS providers.
- Familiarity with Salesforce Service Cloud for case management.
- Salesforce Admin or Service Cloud certification.
Success Metrics
- High end-user satisfaction (CSAT).
- Strong first-contact resolution rates.
- Consistent SLA adherence across regions.
- Reduced escalations to L2/L3.
- Improved Salesforce adoption and usability.
Ideal Candidate Profile (Plain English)
- Has run Salesforce L1 support at scale, not just overseen it.
- Comfortable managing people across time zones and cultures.
- Balances empathy for end users with operational discipline.
- Can translate user complaints into platform and process improvements.
- Treats Salesforce support as a business-critical service, not a helpdesk.