Salesforce Support Lead
Core
Lead L2 support operations and end-to-end service delivery for the Salesforce platform, ensuring SLA/KPI compliance and minimizing business disruption.
Role type
Senior Service Delivery Manager (Salesforce)
Builds
Salesforce platform stability and service delivery for Luxury Retail
Domain
IT Operations / CRM / Luxury Retail
Deliverable
dashboards & analysis
Required skills
Salesforce platform management, L2 support operations, Incident/Problem/Change/Release management, ITIL processes, ServiceNow, stakeholder communication, root cause analysis, team performance management
Preferred skills
PMP, PRINCE2, Agile, ServiceNow certifications
Technologies
Salesforce, ServiceNow
Responsibilities
Own end-to-end service delivery and ensure SLA/KPI compliance; Lead L2 support operations including Incident, Service Request, Problem, Change, and Release Management; Manage major incidents, escalations, and stakeholder communications; Coordinate with business users, development teams, vendors, and platform owners to resolve production issues; Drive proactive monitoring, root cause analysis, and continuous service improvement; Govern production changes, release deployments, CAB activities, and operational readiness reviews; Produce service performance reports, operational dashboards, and executive management updates; Manage support team performance, resource planning, shift coverage, and knowledge management.
Seniority
Senior, hands-on management