Smith+Nephew
Technology
ITServiceDeliveryLeaderSalesForce
“IT Service Delivery Leader - SalesForce at Smith+Nephew. Skills: Salesforce, Marketing Cloud, Health Cloud, Data 360. Lead end-to-end operational delivery. Drive continuous improvement”
What You'll Achieve.
Deliver against SLAs; Deliver against KPIs; Deliver against operational metrics; Ensure Salesforce platforms reliably support business outcomes; Ensure stable data models; Ensure compliant handling of sensitive data; Enable trusted, unified customer and patient data; Improve reporting; Improve insights; Improve automation; Improve service efficiency; Ensure cross-cloud process consistency; Ensure data integrity; Ensure integration reliability; Support end-to-end CRM workflows; Ensure SLA adherence; Drive corrective actions; Support efficient use of Salesforce capacity; Reduce technical debt
Industry & Context.
Structured problem-solving
What They're Looking For.
Must Have
8–12 years of IT / Digital delivery experience, Salesforce service delivery ownership, Deep expertise in Salesforce Marketing Cloud, Deep expertise in Salesforce Health Cloud, Hands-on or delivery leadership experience with Data 360 / Data Cloud / CRM Analytics, Practical experience applying AI and automation within Salesforce delivery or operations, Solid working knowledge of Sales Cloud, Solid working knowledge of Service Cloud, Experience managing vendors / AMS models in a production environment
Nice to Have
Salesforce certifications (Marketing Cloud, Data, or Architecture), Experience in regulated or data-sensitive domains (e.g., healthcare, life sciences), Exposure to agile or product-centric delivery models, service ownership and accountability mindset, Structured problem-solving and delivery discipline, Effective stakeholder communication, Comfort operating in multi-vendor environments, Continuous improvement and automation focus
What You'll Do.
Lead end-to-end operational delivery
Drive continuous improvement
Own day-to-day service delivery
Ensure platform stability
Manage vendor performance
Ensure stakeholder satisfaction
Lead service delivery for Marketing Cloud
Manage Health Cloud delivery
Support Data 360 operations
Apply CRM Analytics and AI capabilities
Drive AI-enabled service improvements
Ensure alignment with other platforms
Ensure delivery quality
Track vendor performance
Act as trusted delivery partner
Provide service performance reporting
Identify improvement opportunities
How You'll Work.
Team & Collaboration
Partner with business stakeholders; Act as a trusted delivery partner for Commercial, Digital, and IT stakeholders
Communication Scope
Effective stakeholder communication
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