Job Description

Salesforce Project Manager / Delivery Lead

Experience: 12+ Years

Role: Salesforce Project Manager / Delivery Lead

Work Model: Managed Services / Blended Onshore-Offshore Delivery

Client Location: Australia

Daily Stand-up: Around 6:30 AM IST

Job Description

We are looking for an experienced Salesforce Project Manager / Delivery Lead to manage delivery performance, team health, stakeholder relationships, and governance for a Salesforce managed services engagement.

The ideal candidate should have strong experience managing Salesforce implementations or managed services, working with distributed teams, handling client governance, and driving delivery through data-driven reporting and accountability.

The candidate must be comfortable attending a daily stand-up around 6:30 AM IST to coordinate with the Australia-based client.

Key Responsibilities

Delivery Performance

Own BAU SLA attainment, including ticket intake, triage, prioritization, and resolution against agreed service levels.
Drive progress against innovation roadmaps, sprint plans, and backlogs.
Coordinate requirements gathering, solution design inputs, and release scheduling.
Monitor delivery quality, rework rates, and release/deployment discipline.
Use data from ticketing systems, sprint reports, QA logs, and release calendars to track delivery performance.
Coordinate UAT and release management activities with QA and Development teams.
Support go/no-go and rollback decisions in coordination with the Technical Architect and relevant teams.

Team & Resource Management

Monitor team utilization and allocation accuracy using timesheet and delivery data.
Track team stability, attrition risks, and skill coverage.
Ensure team capabilities are aligned with the complexity of work in progress.
Lead resource planning and backfill activities.
Identify and escalate resource gaps proactively.

Stakeholder Management

Act as a primary point of contact for client communication and escalations.
Prepare and manage weekly client status reporting.
Work closely with senior client stakeholders and internal leadership.
Prepare monthly client satisfaction assessments based on client feedback and engagement data.
Manage escalations and ensure issues have clear owners and next steps.

Governance & Reporting

Own the monthly performance scorecard and ensure timely submission.
Ensure performance metrics are supported by actual delivery data and evidence.
Provide written explanations and corrective actions for metrics falling below agreed thresholds.
Maintain the project risk register as a continuously updated working document.
Ensure governance activities are executed according to the engagement's RACI framework.
Maintain clear accountability across delivery, reporting, risks, and escalations.

Team Collaboration

The Project Manager will work closely with:

Technical Architect: Solution design, technical architecture, code review, and release/rollback decisions.
Business Analyst / Salesforce Admin: Requirements, BAU configuration, and UAT coordination.
Development & QA Teams: Delivery, testing, validation, and issue resolution.
SFMC Architect / Senior Consultant: Marketing Cloud delivery, campaign builds, and journey/automation design.

The Project Manager will be responsible for ensuring effective coordination across these functions and making sure deliverables, risks, dependencies, and ownership remain clearly tracked.

Required Skills & Experience

12+ years of overall experience, with strong experience in Project Management or Delivery Management.
Proven experience managing Salesforce implementations or Salesforce managed services.
Experience working with blended onshore/offshore delivery teams.
Strong stakeholder management and client communication skills.
Experience handling escalations with senior client stakeholders.
Strong understanding of Agile delivery, sprint planning, and backlog management.
Experience managing BAU ticket-based support environments and SLA-driven delivery.
Experience maintaining project risk registers, governance processes, and monthly reporting.
Strong data-driven approach to delivery reporting and performance management.
Ability to work within a defined RACI framework and maintain clear ownership across teams.

Good to Have

Experience with Salesforce Vlocity / OmniStudio.
Experience with Salesforce Marketing Cloud (SFMC).
Experience managing large-scale or global Salesforce programs.
Experience in Salesforce managed services environments.
Salesforce-related certifications.

Ideal Candidate

An experienced Salesforce Project Manager / Delivery Lead who can take ownership of end-to-end delivery governance, manage distributed teams, work directly with senior stakeholders, and drive accountability through data, SLAs, risks, and measurable delivery outcomes.

Candidates must be comfortable with a daily stand-up around 6:30 AM IST to coordinate with the Australia-based client.