Service Delivery Manager (Salesforce Solutions)

Company Overview

Capgemini is an AI-powered global business and technology transformation partner with 420,000 team members in 50+ countries. We deliver end-to-end services leveraging strategy, technology, design, engineering, and operations to create tangible business value.

Job Summary

Lead end-to-end delivery of Salesforce implementation, enhancement, and AMS initiatives, focusing on governance, service quality, stakeholder engagement, and cross-functional coordination across business, IT, and vendor teams.

Responsibilities

• Manage delivery of Salesforce projects and AMS engagements to meet schedule, budget, and quality targets
• Track and report on project schedules, budgets, resources, risks, and milestones to ensure transparency and control
• Prepare governance reports, dashboards, and steering committee updates to support decision-making
• Ensure compliance with internal processes, audit requirements, and quality standards throughout project delivery
• Build and maintain strong relationships with business, IT, and vendor stakeholders to facilitate collaboration
• Communicate project progress, risks, and dependencies clearly to all stakeholders
• Lead meetings, walkthroughs, and reviews to align teams and resolve issues
• Document decisions and actions through formal governance channels to maintain accountability
• Maintain comprehensive project artefacts, logs, plans, and cost trackers to ensure completeness and consistency
• Facilitate structured meetings and follow up on action items to drive timely resolution
• Support Agile ceremonies including sprint planning, reviews, and retrospectives to enhance team performance
• Assist Product Owners with backlog management and prioritization to align delivery with business goals
• Remove impediments and maintain transparency using Agile tools to sustain delivery velocity
• Adapt delivery approach between Agile and Waterfall methodologies based on project requirements
• Coordinate cross-functional roles such as architects, analysts, developers, and QA to ensure integrated delivery
• Partner with internal governance teams on standards enforcement and escalation management

Required competencies and certifications

• PMP, PRINCE2, CSM, PSM, or equivalent project management certification
• Experience managing multi-system or multi-vendor IT projects
• Proven ability to communicate effectively and engage stakeholders across diverse teams
• Strong documentation, planning, and reporting skills to support project governance
• Demonstrated facilitation, coaching, and conflict resolution capabilities
• Ability to adhere to governance, compliance, and quality standards consistently

Preferred competencies and qualifications

• Experience managing Salesforce implementation or AMS teams
• Salesforce certifications such as Admin or App Builder
• Experience delivering projects in the public sector