Practice Delivery Head - Salesforce

Key Responsibilities :

Delivery Management & Governance :

- Oversee end-to-end delivery of large and complex Salesforce programs with global client footprints.

- Ensure successful execution across development, implementation, support, and maintenance phases.

- Establish and enforce delivery frameworks, governance models, SLAs, and quality assurance standards.

- Lead delivery operations for engagements sized 800+ FTEs and worth over $100 million in annual revenue.

- Proactively identify risks and implement mitigation strategies to ensure seamless service delivery.

Client Engagement & Relationship Management :

- Act as a trusted advisor to C-level stakeholders and client leadership teams.

- Drive strategic alignment between client expectations and delivery outcomes.

- Conduct regular executive-level reviews, business impact assessments, and innovation workshops.

Practice Development & People Leadership :

- Provide leadership to large cross-functional Salesforce teams across multiple geographies.

- Mentor and grow the Salesforce delivery talent pool; oversee workforce planning, hiring, and upskilling.

- Foster a high-performance, customer-focused culture within the practice.

Strategic Growth & Transformation :

- Identify and capitalize on opportunities for account mining, digital transformation, and cross-sell/up-sell within existing

accounts.

- Support pre-sales, proposal development, and solutioning for new Salesforce engagements.

- Collaborate with sales and business development teams to expand the Salesforce practice footprint.

Innovation & Excellence :

- Champion adoption of Salesforce best practices, tools, and accelerators.

- Drive continuous improvement in delivery methodologies, tools, and automation initiatives.

- Stay current with emerging Salesforce capabilities and trends (e.g., AI/Einstein, Industry Clouds, Experience Cloud).

Required Qualifications & Experience :

- 19 to 25 years of total IT experience, with 17+ years in Salesforce/CRM domain.

- Minimum 10+ years in delivery leadership roles (PDL, Delivery Head, Practice Leader, etc.) in Salesforce engagements.

- Proven track record of managing large-scale Salesforce programs with global delivery models.

- Experience in managing multi-million dollar accounts and teams of 800+ resources.

- Strong understanding of Salesforce platform capabilities (Sales, Service, Marketing Cloud, etc.) and enterprise integration.

- Excellent communication, negotiation, and executive stakeholder management skills.

- Exposure to Agile/DevOps delivery environments and enterprise CRM transformations.

Preferred Qualifications :

- Salesforce Certifications (e.g., Salesforce Certified Application Architect, System Architect, or similar).

- Experience with Salesforce Industry Clouds (e.g., Financial Services, Health, Manufacturing).

- Knowledge of cloud ecosystems and integration with AWS, Azure, GCP.

Educational Background :

- Bachelors or Masters degree in Computer Science, Engineering, or a related technical/business discipline.

- MBA is an added advantage.