Lead Service Delivery Manager

Salesforce   •  

Herndon, VA

Industry: Technology


5 - 7 years

Posted 50 days ago

Job Category

Products and Technology

Job Details

The Solutions Manager role is a cross functional delivery owner, with ownership of key responsibilities which require delivery across multiple competences, and delivery organizations across both the Technology and Product functional areas. The Solutions Manager role is highly customer facing, and requires intimacy with customer strategy and priorities.

Solution Managers are expected to be able to quickly identify a critical demand, identify and form the best and most efficient team in order to action and plan to fulfil that demand, whilst moving those deliverables into a Business As Usual flow which can be adopted and managed with minimal operational overhead.

The Solutions Manager is accountable for the cross functional delivery of the Problem Management service for the entire company.

Key tasks and Responsibilities

Accountable and/or responsible for:

  • the overall delivery of the Problem Management service, ensuring effective planning, tracking, reporting, management, and achievement of contractual key performance indicators and measures.
  • the development, improvement and fulfillment of the PM strategy ensuring its alignment with the overall managed services delivery across Salesforce.
  • defining and maintaining Problem Management policy ensuring it aligns with best practice at the global level and changes in external “best practice”.
  • maintaining and developing effective business relationships with key customers and stakeholders ensuring clear processes are in place to manage Problem Management activities in line with business and customer risks and benefits.
  • assuring a CSI (continuous service improvement) plan for the Problem Management service working closely with Cloud Scrum Masters to ensure specific improvement activities are managed and delivered within agreed timescales.
  • ensuring proper dimensioning of the Problem Management delivery teams according to the Service demand and mid/long term strategy and working with the relevant delivery unit to address any changes.
  • providing necessary support to other Solutions Managers acting as a buddy to cover key activities or assuming ownership of specific streams of work.

Technical Competencies

  • Experience working within a customer lead environment with ability to manage customer expectations and build/maintain key relationships.
  • Proven experience in driving and owning service improvement.
  • Able to relay and share technical information to technical and non-technical teams & leaders, concisely and confidently. In order to achieve strategic and tactical influence in line with the objectives of the team.
  • Proven experience in the leading Problem Management function/activities.
  • Good understanding of ITIL incident, problem, change, CSI and service introduction principles and practices.

Key personal traits

  • Able to lead a diverse team of technical experts by example, adapting leadership style to best meet scenarios and individuals.
  • Excellent communication and relationship management skills with ability to lead/steer decision making process
  • Strong and confident team player/leader (formal and virtual teams), able to question ideas and conclusions to refine and improve.
  • Naturally comfortable taking ownership, driving teams and activities end to end, deciding and initiating actions and holding people to account in the delivery of action plans.
  • Analytical and strong problem-solving skills, with thorough attention to detail.
  • Target focussed with exceptional planning skills.
  • Passionate and persistent when working towards challenging objectives, able to insight motivation and drive in others


  • 6-8 years experience in working in a high-availability environment and ability to work across multiple technical teams.
  • 6-8 years experience with Service Management Tools such as ServiceNow, BMC or equivalent.
  • Experience in coding (Java, C++, C#, Ruby, Python or other)
  • Must have spent sometime in an agile team.
  • ITIL Service Operations Certificate or similar.
  • Experience of working within a busy environment in a problem manager role.
  • Very good understanding and awareness of the ITIL or other Problem management process and procedures.
  • Strong individual with the ability to communicate and negotiate at all levels.
  • Good organizational skills plus the ability to motivate people across the organization to provide solutions.
  • Bachelor of Science Degree.
  • Strong project management experience and the ability to drive multiple projects to closure in a timely manner.