Job Description

Job Title: Service Delivery Manager Salesforce Applications (ITSM)
Location: Remote (CST hours) Preference for candidates in WI / Chicago who can travel to Madison, WI occasionally
Duration: Long-term Contract
Client: Confidential Insurance Services (Madison, WI)

Hiring a Service Delivery Manager to own ITSM for Salesforce applications Incident Management, Ticket Management, Release and Change Management. This role is the single point of accountability for stability, SLAs, and governance around Salesforce application support.

• Own end-to-end Incident, Ticket, Release and Change Management for Salesforce applications.
• Manage ticket queues, triage, prioritization, escalation, and SLA adherence.
• Coordinate with Salesforce developers, admins, and business stakeholders on impact assessment, approvals, testing, and deployment.
• Maintain and govern the release/change calendar for Salesforce applications.
• Drive root cause analysis (RCA) and implement corrective/preventive actions.
• Produce regular service reports: SLAs, incident trends, change success rate, backlog, risks.
• Act as primary contact for business/users for Salesforce application service issues.
• Work with onshore/offshore teams and vendors in a managed services / AMS-style model.
• Continuously improve ITSM processes, documentation, and runbooks.

• 7 10+ years of IT experience, with 4+ years in Service Delivery / ITSM for enterprise applications.
• Strong hands-on experience with Incident, Change, Release, and Ticket Management (ITIL-based).
• Experience managing support for Salesforce applications (Sales/Service/Experience Cloud or equivalent).
• Practical experience with ITSM tools (e.g., ServiceNow, Jira Service Management, Remedy, etc.).
• Strong stakeholder management: businesa users, product owners, dev teams, support teams.
• Proven track record in SLA management, reporting, and escalation handling.
• Excellent communication, coordination, and ownership mindset.

• Exposure to Salesforce admin concepts (releases, metadata/config changes).
• ITIL certification and/or experience in regulated domains (insurance, financial services).
• Prior experience as Service Delivery Manager / Support Lead for CRM or customer-facing platforms.

Job Tags

Similar Jobs