Salesforce Project Delivery Manager

Salesforce Programme Delivery Manager

Salary:
Competitive (DOE) | Company Benefits

Location:

Walsall, West Midlands | Hybrid

Contract:

12 Month Fixed-Term Contract (potential to increase to 24 Month)

Echo Managed Services and its subsidiary Aptumo support water companies globally to deliver effective customer service and drive retail operation efficiency through end to end customer service and water billing software offerings.

We are looking for an experienced Salesforce Programme Delivery Manager to lead a business-critical Salesforce transformation programme. Working closely with senior leaders, operational teams, technical specialists and implementation partners, you will play a pivotal role in delivering a platform that transforms how we work, serve our customers and support future growth.

As the programme lead, you will be responsible for overseeing the end-to-end implementation, ensuring strong governance, effective stakeholder engagement and successful business adoption. Your focus will be on delivering not only the technology, but also the organisational change required to embed Salesforce into day-to-day operations and realise lasting business benefits.

Please note that this role is subject to final Board approval and is a 12 month fixed-term contract with the view to increase to 24 months.

• Lead the end-to-end delivery of a major Salesforce implementation programme.
• Develop, maintain and own the programme roadmap, delivery plan and key milestones.
• Manage multiple work streams spanning technology, operations, data and business change.
• Work closely with Salesforce implementation partners and third-party suppliers, holding them accountable for successful delivery.
• Build strong relationships with executive sponsors, senior stakeholders and operational leaders across the business.
• Establish and lead programme governance, including Steering Groups and key decision-making forums.
• Manage programme risks, issues, dependencies and change controls.
• Oversee programme budgets, forecasting and reporting, ensuring effective financial management throughout the project lifecycle.
• Drive business readiness, stakeholder communications and user adoption initiatives.
• Coordinate testing, data migration, cutover planning and go-live activities.
• Monitor and track benefits realisation, ensuring the programme delivers measurable business outcomes.
• Promote continuous improvement and optimise processes following implementation.

We are looking for someone who has successfully delivered large-scale Salesforce programmes and understands that technology alone doesn't transform organisations - people do.

• Significant experience leading enterprise-scale Salesforce implementations.
• Proven success delivering complex digital transformation programmes.
• Strong understanding of Salesforce delivery methodologies and programme governance.
• Experience working with Salesforce implementation partners, system integrators and third-party suppliers.
• Excellent stakeholder management skills, with the confidence and credibility to influence senior leaders and executive teams.
• Strong programme planning, organisation and delivery management capability.
• Experience managing multiple work streams and competing priorities simultaneously.
• Strong commercial awareness, including budget ownership and financial management.
• Outstanding communication, leadership and relationship-building skills.
• A collaborative and pragmatic approach to problem-solving and delivery.

Experience in four or more of the following areas would be advantageous:

• Salesforce Service Cloud
• Salesforce Experience Cloud
• Salesforce Sales Cloud
• Omni-Channel solutions
• Contact Centre technologies
• Utilities sector experience
• Customer Service operations
• Billing and Collections environments
• Highly regulated industries
• Data migration and system integration programmes
• Agile, Waterfall or hybrid delivery methodologies

• Successfully delivered our Salesforce implementation programme.
• Embedded Salesforce effectively across the organisation.
• Achieved high levels of user adoption and engagement.
• Delivered measurable…