What are the responsibilities and job description for the IT Service Delivery Lead Banking Domain (Salesforce Support) position at Vbeyond Corporation?
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