IT Service Delivery Leader - SalesForce

IT Service Delivery Leader - SalesForce

Location: Kharadi, Pune

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Join us as a Service Delivery Manager Planning in Pune and lead the global delivery of mission critical planning systems that power our Supply Chain operations. This is a role for someone who wants to influence how world class planning technology supports patient outcomes, shape a global service landscape and drive continuous improvement in a complex and fast evolving environment.

What will you be doing?

• The IT Service Delivery Manager – Salesforce is responsible for the end‑to‑end operational delivery and continuous improvement of Salesforce services, with deep expertise in Marketing Cloud, Health Cloud, and Data 360 (Data Cloud / CRM Analytics), and a strong focus on AI‑enabled efficiency and quality.
• This role owns day‑to‑day service delivery, platform stability, vendor performance, and stakeholder satisfaction, ensuring Salesforce platforms reliably support commercial, digital, and data‑driven business outcomes.
• Working knowledge of Sales Cloud and Service Cloud is required to enable integrated, cross‑cloud delivery.

What will you need to be Successful?

1. Salesforce Service Delivery Ownership

Own end‑to‑end service delivery for Salesforce platforms, ensuring availability, performance, security, and compliance.

Deliver against SLAs, KPIs, and operational metrics across production support, minor enhancements, and releases.

Act as the primary service owner and escalation point for Salesforce‑related issues and risks.

Drive service reliability, incident reduction, and operational excellence.

2. Marketing Cloud & Health Cloud Delivery

Lead service delivery for Salesforce Marketing Cloud, covering campaigns, journeys, integrations, and data operations.

Manage Health Cloud delivery, ensuring stable data models, integrations, and compliant handling of sensitive data.

Partner with business stakeholders to translate requirements into reliable, scalable Salesforce solutions.

3. Data 360, Analytics & AI Enablement

Support delivery and operations for Data 360 / Salesforce Data Cloud to enable trusted, unified customer and patient data.

Apply CRM Analytics and AI capabilities to improve reporting, insights, automation, and service efficiency.

Drive AI‑enabled service improvements such as automation, predictive insights, and productivity acceleration within the Salesforce ecosystem.

4. Cross‑Cloud Integration (Sales & Service Cloud)

Maintain strong working knowledge of Sales Cloud and Service Cloud to ensure alignment with Marketing, Health, and Data platforms.

Ensure cross‑cloud process consistency, data integrity, and integration reliability.

Support end‑to‑end CRM workflows spanning sales, service, marketing, and analytics.

5. Vendor & AMS Management

Manage AMS partners and system integrators, ensuring delivery quality, SLA adherence, and continuous improvement.

Track vendor performance, manage escalations, and drive corrective actions where needed.

Support cost control, license optimization, and efficient use of Salesforce capacity.

6. Stakeholder Engagement & Continuous Improvement

Act as a trusted delivery partner for Commercial, Digital, and IT stakeholders.

Provide regular service performance reporting, risk visibility, and improvement plans.

Identify and implement opportunities to simplify processes, reduce technical debt, and enhance user experience.

Skills & Experience Required:

• 8–12 years of IT / Digital delivery experience, with strong Salesforce service delivery ownership.
• Deep expertise in Salesforce Marketing Cloud and Health Cloud.
• Hands‑on or delivery leadership experience with Data 360 / Data Cloud / CRM Analytics.
• Practical experience applying AI and automation within Salesforce delivery or operations.
• Solid working knowledge of Sales Cloud and Service Cloud.
• Experience managing vendors / AMS models in a production environment.

Preferred

• Salesforce certifications (Marketing Cloud, Data, or Architecture).
• Experience in regulated or data‑sensitive domains (e.g., healthcare, life sciences).
• Exposure to agile or product‑centric delivery models.
• Leadership Competencies
• Strong service ownership and accountability mindset
• Structured problem‑solving and delivery discipline
• Effective stakeholder communication
• Comfort operating in multi‑vendor environments
• Continuous improvement and automation focus

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.

• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.

• Your Wellbeing: Parents/Parents-in-Law’s Insurance (Employee Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.

• Flexibility: Hybrid Work Model (For most professional roles)

• Training: Hands-On, Team-Customized, Mentorship

• Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.