IT Service Delivery Lead Banking Domain (Salesforce Support)

Job Title: IT Service Delivery Lead Banking Domain (Salesforce Support)

Location: New York, NY

Duration: Long Term

Job Summary:

We are looking for a highly skilled IT Service Delivery Lead with strong domain expertise in Private Banking, Investment Banking, or Asset Management. The ideal candidate will have a solid background in ITIL-based service delivery, excellent leadership and communication skills, and hands-on experience supporting Salesforce platforms.

This role will be responsible for managing service operations, ensuring SLA adherence, driving continuous improvements, and acting as a key liaison between business stakeholders and technical teams.

Key Responsibilities:

• Lead and manage end-to-end IT service delivery operations aligned with ITIL best practices
• Act as the primary point of contact for stakeholders, ensuring effective communication and issue resolution
• Oversee incident, problem, and change management processes to maintain service quality and uptime
• Provide functional and technical support oversight for Salesforce applications
• Ensure adherence to SLAs, KPIs, and service performance metrics
• Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction
• Collaborate with cross-functional teams including business, infrastructure, and application support
• Manage and mentor support teams, ensuring high performance and accountability

Required Skills & Qualifications:

• Strong communication and leadership skills with stakeholder management experience
• Proven experience in Banking Domain (Private Banking / Investment Banking / Asset Management)
• Hands-on experience with ITIL framework (Incident, Problem, Change, Service Delivery)
• Good understanding of Salesforce support and operations (Sales Cloud / Service Cloud preferred)
• Experience managing service delivery teams and client interactions
• Strong analytical and problem-solving skills

Preferred Qualifications:

• ITIL Certification (Foundation or higher)
• Experience working in global delivery models / offshore teams
• Exposure to tools like ServiceNow or other ITSM platforms
• Prior experience handling large-scale enterprise applications and support environments

Key Competencies:

• Leadership & Team Management
• Stakeholder Communication
• Service Delivery Excellence
• Banking Domain Knowledge
• Process Improvement & Automation