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?
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:
Preferred
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.
Stay connected by joining our Talent Community.
We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.
Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.
Explore our website and learn more about our mission, our team, and the opportunities we offer.