Salesforce Functional Lead

Salesforce Functional Lead — Service Cloud (UK – London or Manchester)

Slalom is a global, human‑centric business and technology consulting firm and a Platinum Salesforce partner. We help organisations transform the way they connect with their customers by leveraging the full Salesforce platform, especially Service Cloud.

• Own the functional solution for Salesforce initiatives with a strong focus on Service Cloud and customer service transformation programmes.
• Lead the team through all stages of project delivery: initiation, solution definition, functional design, configuration oversight, implementation, and handover.
• Translate complex business requirements into actionable Salesforce solutions that target business outcomes, leveraging Service Cloud and the broader Salesforce platform.
• Guide multi‑disciplinary teams—including business analysts, configurators, developers, and UX designers—to ensure cohesive and scalable solution delivery.
• Drive and support Agile delivery processes: planning, backlog grooming, stand‑ups, retrospectives, and sprint demos.
• Collaborate with Slalom and client Quality Assurance teams to define and execute QA and UAT plans, verify sprint releases, and support defect triage.
• Provide thought leadership across customer service operations, case management, omni‑channel, knowledge management, automation, and service process optimisation.

• Demonstrated experience as a Functional Lead, Delivery Lead, Program Lead, or similar role within Salesforce project environments.
• Strong hands‑on experience with Salesforce Service Cloud, including omni‑channel routing, case management, service processes, knowledge, entitlements, and customer service best practices.
• Ability to act as a liaison between business and technical stakeholders, ensuring solutions align with strategic, operational, and user needs.
• Skilled in defining and documenting business and functional requirements for iterative system improvement.
• Experience leading multi‑disciplinary teams across the full lifecycle of Salesforce functional delivery.
• Strong familiarity with Agile methodologies and leading Agile ceremonies.
• Experience with process mapping, BRDs, system diagrams, user stories, test plans, and user experience considerations.
• Understanding of multi‑cloud Salesforce capabilities (Sales Cloud, Service Cloud, Experience Cloud, App Exchange solutions).
• Experience supporting or leading pre‑sales solutioning is a plus.

We believe in fair, competitive, and rewarding compensation and benefits, with a dedicated team ensuring our offerings remain innovative and reflective of the outstanding work our people do.