Salesforce Delivery Lead /

Full Time
Makati City
Posted 10 months ago

About the role:

The Service Delivery Lead is responsible for overseeing the delivery of consulting and staff augmentation services to end-clients as well as the continuous improvement of delivery productivity, service quality and customer satisfaction amongst both our internal and external clients.

Responsibilities:

● Overall management of Service Delivery including resource, utilization, forecasting and budget for professional services work.

● Supervise and direct service delivery teams by assigning resource and monitoring project performance

● Work to continually improve, refine and champion service delivery methodology and procedures

● Ensure services are provided according to quality standards and documented procedures

● Work with the Executive team to set measurable objectives for Service Delivery

● Periodically report to Executive team on targets, objectives and status of projects

● Evaluate performance of employees in the service delivery teams

● Develop skills of service delivery staff by providing internal/external training opportunities

● Resolve escalated customer complaints

● Review and approve direct report staff time and expense reports

● Lead and ensure the successful delivery of Salesforce.com and other CRM implementation engagements

● Manage resource requirements and project team members

● Very requirements and prioritization in collaboration with onshore counterparts

● Maintain and coordinate communication with the customer throughout each project

● Disseminate best practices on solution positioning and delivery

● Support pre-sales activities inclusive of participating in sales calls and proposal development

● Mentorship of more junior team members in business analysis, project management, and Salesforce.com best practices

 

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