Delivery Leader SFDC

The Delivery Leader/ Program Director role requires on-site presence at the customer's location, responsible for end-to-end delivery and client engagement for all Salesforce programs at Torrance location. The role is critical to ensuring delivery health, client satisfaction, and revenue growth. The position requires strong delivery management, stakeholder engagement, and the ability to drive transformation and innovation in a high-visibility client environment.

Key Responsibilities Delivery Management

• Oversee seamless project delivery, compliance with SLAs, risk identification, and timely development.
• Lead strategy, design, build, and operational excellence of Salesforce programs, ensuring system scalability, security, reliability, and innovation.
• Ensure audit readiness and adherence to schedules, budgets, and quality standards.
• Drive account health by reviewing team performance, collaborating across functions, managing escalations, and ensuring resource fulfillment.
• Accountable for successful delivery of projects related to Salesforce – Sales Cloud, Service Cloud, Commerce Cloud, Marketing Cloud, Auto Cloud, etc.
• Define platform roadmaps and align Salesforce strategies with business goals.
• Oversee architecture, integration, application development, operations, and financials.
• Ensure regulatory compliance and robust governance models.
• Champion automation, agile, and Dev Ops practices; lead knowledge management and innovation.
• Build and manage high-performing, cross-functional teams; foster diversity and continuous learning.

Client Relationship Management

• Strengthen client partnerships by identifying new opportunities and gathering feedback to improve services.
• Proactively manage risks, conduct business reviews (M  & Q ), report performance, and introduce Company capabilities.
• Focus on customer value, data-driven results, and streamlined operations.

Delivery Governance

• Review MIS and reports to monitor and track overall project/account delivery management.
• Conduct periodic reviews with the team (DM’s/PM’s) on operational, quality and fulfilment parameters and new idea generation & its implementation on existing projects.
• Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage.

Revenue Growth

• Identify areas for expansion within current accounts via technology and solutions.
• Support pre-sales and sales teams to secure new business opportunities.

Operational Excellence

• Champion automation initiatives and implement advanced solutions to boost productivity and quality.
• Coordinate with relevant teams to deploy hyper-automation and crowd sourcing.

Innovation

• Promote agile and Dev Ops practices to enhance outcomes.
• Lead knowledge management, campaign for new ideas, and share best practices across projects.

Team Management

• Build and manage high-performing, cross-functional teams.
• Hire and onboard suitable talent; support continuous learning and career development.
• Foster diversity, set clear performance goals, lead engagement initiatives, and monitor satisfaction.

Required

Skills & Qualifications

• 20 years in IT Service delivery, including 10+ years in leading Salesforce initiatives.
• Proven record in large-scale Salesforce program management, financial oversight, and agile/Dev Ops environments.
• Understanding of:
  • Salesforce Clouds (Sales, Service, Auto), Apex, Lightning, API Integrations
  • Salesforce Dev Ops: source-driven development, packaging, CI/CD, sandbox strategy, release management.
  • AI/automation frameworks
• Salesforce certifications (Admin, Developer, Architect) strongly preferred.
• Strong leadership and communication abilities with executive stakeholders.
• Leadership in cross-functional and distributed teams, KPI-driven decision-making, and modern work practices.

Key Performance Indicators (KPIs)

• Delivery Excellence:
  • On-time, on-budget delivery of all Salesforce projects
  • SLA compliance (incident resolution, deployment frequency, change failure rate)
• Client Satisfaction:
  • CSAT/NPS scores from Client stakeholders
  • Number of escalations and successful resolutions
• Financial Performance:
  • Salesforce Program Revenue growth
  • Expansion opportunities identified and converted
• Operational Metrics:
  • Agile team velocity and predictability
  • Resource attrition and retention rates
  • Innovation index (qualified ideas implemented)
• Governance:
  • Regular business reviews with Client and Company stakeholders
  • Audit and compliance readiness

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
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