Service Delivery Manager – Salesforce Application Support

Service Delivery Manager – Salesforce Application Support

Location: NYC, NY (Onsite)

Role Overview

We are seeking an experiencedSalesforce Service Delivery Manager to lead a globalL1 Salesforce end-user support team across onshore, nearshore, and offshore locations. The role will focus on managing day-to-day support operations, ensuring SLA compliance, and improving end-user experience.

Key Responsibilities

• Lead globalSalesforce L1 support operations and distributed teams

• Manage incident and service request queues ensuring SLA adherence

• Drivefirst-contact resolution (FCR) and minimize escalations to L2/L3

• Coordinate with business stakeholders and technical teams for issue resolution

• Improve support processes, knowledge base, and service delivery quality

Required Skills

• 18+ years of IT experience

• Proven experience managingSalesforce L1 / end-user support teams

• Experience leadingglobal support teams (onshore/offshore)

• Strong understanding ofSalesforce Sales & Service Cloud

• Excellent stakeholder management and leadership skills