Delivery Technical Lead (Salesforce Service Cloud)
Location: Hybrid/London
Contract Type: Contract
Salary: Inside IR35 either through PAYE or Umbrella
About the Role
We are looking for an experienced and highly capable Delivery Technical Lead to play a pivotal role in shaping and delivering a major Salesforce Service Cloud transformation.
This is not a traditional Programme Manager or Project Manager position. Instead, you'll take end-to-end ownership of delivery within a technical domain, helping define the vision, establish effective delivery practices, and lead implementation from concept through to successful deployment.
Working with stakeholders across technology, operations, Salesforce, systems integrators, and consultancy partners, you will help create a modern customer service platform that leverages automation, AI capabilities, and innovative operating models to deliver exceptional customer outcomes.
What You'll Be Doing
- Leading the end-to-end delivery of a Salesforce Service Cloud implementation.
- Helping shape the delivery strategy, governance, and operating model for the programme.
- Establishing agile product delivery practices and ways of working across multiple teams and partners.
- Collaborating with Salesforce, systems integrators, and consultancy partners to ensure effective delivery.
- Managing senior stakeholders across technology, customer operations, and business functions.
- Driving technical and delivery decisions to ensure successful outcomes.
- Challenging existing customer contact and case management processes to identify opportunities for improvement and automation.
- Supporting the redesign of customer service operating models, with a focus on maximising AI-driven capabilities and efficiencies.
- Identifying risks, dependencies, and opportunities throughout the delivery lifecycle.
- Building strong relationships and fostering collaboration across technical and business teams.
About You
We're looking for someone who combines strong delivery leadership with technical credibility and a passion for innovation.
You will have:
Essential Experience
- Proven experience leading the delivery of Salesforce Service Cloud solutions.
- Strong end-to-end technical delivery experience within complex enterprise environments.
- Experience working with Agile product delivery methodologies.
- Excellent stakeholder management skills, including engagement with senior business and technology leaders.
- Experience managing and coordinating delivery across third-party partners, systems integrators, and consultancies.
- Strong understanding of customer service, contact centre, or case management operations.
- Ability to translate business needs into practical delivery outcomes.
- Excellent communication, collaboration, and influencing skills.
Desirable Experience
- Experience redesigning customer contact or service operating models.
- Knowledge of AI-enabled customer service and automation capabilities.
- Experience driving digital transformation within customer service environments.
- Salesforce certifications or broader Salesforce ecosystem knowledge.
What Success Looks Like
- A well-defined and scalable Salesforce Service Cloud delivery capability.
- Effective Agile product delivery practices established across teams and partners.
- Improved customer service processes that leverage automation and AI opportunities.
- Strong stakeholder confidence and engagement across the programme.
- Successful delivery of business and technology outcomes aligned to organisational objectives.
Why Join Us?
This is an exciting opportunity to influence the future of customer service delivery, working at the intersection of technology, innovation, and operational transformation. You'll have the opportunity to shape strategy, challenge established thinking, and help deliver a modern, AI-enabled customer experience platform.