Senior Manager, Professional services - Salesforce

Job description

### The Opportunity This is an opportunity to build and scale a world-class global delivery centre that powers the deployment of next-generation infrastructure worldwide. As a Senior Manager of Solution Delivery, you will lead the evolution of Sitetracker’s Bangalore delivery organisation into a high-performing Centre of Excellence that drives implementation quality, operational scale, and customer success globally. You’ll partner closely with global Delivery and Resource Management leaders to operationalise a Follow-the-Sun delivery model, enabling continuous implementation support across AMER, EMEA, and APAC regions. This role goes beyond traditional delivery leadership as you’ll shape operational strategy, strengthen technical governance, elevate implementation quality, and build scalable systems to support rapid global growth. If you thrive in fast-paced SaaS environments, enjoy solving large-scale operational challenges, and are passionate about building empowered, high-accountability teams, this role offers the opportunity to make a significant global impact. ### What You'll Do: As a Senior Manager, Implementation, you’ll lead the India delivery organisation and play a critical role in scaling Sitetracker’s global implementation capabilities. You’ll hit the ground running and make an immediate impact by expanding high-performing technical teams, establishing operational rigour, and driving delivery excellence across configuration, QA, and data migration workstreams. You’ll collaborate closely with international stakeholders to operationalise a seamless Follow-the-Sun delivery framework, ensuring continuous implementation progress and flawless global handoffs across AMER, EMEA, and APAC. By establishing scalable workflows and improving capacity planning, you will build systems that provide accurate operational visibility and predictable delivery outcomes. You’ll act as a strategic leader across the organisation. Driving technical quality control, enforcing standardized implementation practices, and creating governance models that improve efficiency, reduce defects, and increase customer satisfaction. Your leadership will directly influence how Sitetracker scales delivery globally. You’ll also mentor and develop future leaders within the Delivery Center, building strong technical capabilities while fostering an empowering culture of accountability, transparency, operational maturity, and continuous improvement ### The Skills You'll Have: #### **SaaS Service Delivery & Scaling** - Manage a multi-disciplinary technical team to seamlessly deliver multi-region SaaS implementations. - Expand, restructure, and scale a delivery team to successfully absorb increasing volumes of global implementation work while maintaining predictable delivery velocity and healthy utilisation margins. - Transition a legacy delivery team into a centralised, high-performing global Centre of Excellence that drives documented ROI enhancements. - Meet expanding global onboarding and implementation demand by rapidly scaling delivery capabilities to absorb regional workload spikes. #### **Technical Control & Generative AI Innovation** - Demonstrate deep proficiency within the Salesforce ecosystem, cloud deployment frameworks, and relational database concepts to evaluate technical assessments objectively. - Serve as the ultimate gatekeeper for solution quality by conducting technical reviews and protecting system and architectural integrity. - Design repeatable technical gatekeeping frameworks, including structured peer reviews and quality checks. - Strategically identify, test, and integrate generative AI productivity tools directly into daily configuration and testing workflows. - Establish clear operational usage guidelines, compliance protocols, and training structures for a technical team adopting AI tools. - Drive documented timeline and configuration efficiency gains by achieving 100% team compliance in generative AI tool integration. #### **Operational Governance & Data Integrity** - Enforce strict data compliance by utilizing system-verified project logs to monitor KPIs rather than relying on manual tracking or self-reported metrics. - Manage team performance and capacity planning through system verified metrics to prevent regional delivery drops and eliminate capacity errors in project and work planners. - Address systemic delivery failures and process bottlenecks through data driven insights before they impact the client experience. #### **Follow-the-Sun Operational Design** - Map cross timezone shift coverages and establish clear operational handover protocols spanning the AMER, EMEA, and APAC regions. - Engineer, coordinate, and operationalize uninterrupted 24-hour delivery handovers to maintain continuous, global implementation velocity. - Transition workflow tracking away from ad-hoc tools and manual systems into robust, platform-native automation. - Fully automate a complex Follow-the-Sun delivery architecture by tracking enterprise user stories ### Within 90 Days, You'll: - Audit and stabilize the current operational landscape of the Bangalore delivery center, correcting data gaps within the work planner to achieve 100% accurate team utilization metrics. - Establish deep, trusted relationships with regional Delivery and Resource Management leaders, aligning cross-functional workflows and communication cadences. - Take full ownership of the "Follow the Sun" operational model, finalizing its workflow transition out of ad-hoc systems and natively into platform user stories with clear regional lead assignments. - Deliver a comprehensive root-cause analysis presentation to executive leadership outlining early operational insights, process bottlenecks, and an immediate delivery action plan. - Finalize a scalable team expansion and development plan to onboard, train, and grow employees with expertise in implementations and consulting. ### Within 180 Days, You'll: - Drive the delivery center to successfully execute and deliver 40% of implementations for each respective global region out of the Bangalore hub. - Launch the team’s first structured, mandatory quarterly internal knowledge-sharing cadence, successfully upskilling analysts in advanced Salesforce and Sitetracker configuration. - Achieve 100% compliance across the entire team regarding mandatory AI tool integration, demonstrating measurable efficiency gains in day-to-day configuration and QA tasks. - Establish standard operating procedures for mandatory managerial reviews of data migration plans and technical designs, reducing deployment defects. - Implement measurable operational improvements across utilization, quality, and delivery efficiency while strengthening coordination across AMER, EMEA, and APAC teams ### Within 365 Days, You'll: - Transform the Bangalore delivery organization into a highly proactive, self-sustaining Center of Excellence that acts as a strategic thought leader for the global business. - Fully operationalize a seamless, automated "Follow the Sun" model across all three global regions, ensuring flawless cross-regional handshakes and continuous delivery velocity with zero dropped deliverables. - Deliver measurable improvements in delivery speed, implementation quality, and client satisfaction while continuously refining processes. - Monitor and improve key performance indicators related to professional services offerings to consistently achieve financial targets and regional delivery margin goals. - Build and mentor a high-performing team capable of scaling the organization further and managing ongoing career growth