Salesforce COE Service Delivery Leader
Chicago, IL

Job Description

Deloitte leads with purpose, solving complex issues for our clients and communities. Across disciplines and across borders, Deloitte Touche Tohmatsu Limited (DTTL) Global supports our network of national member firms by developing and driving global strategy, programs, and platforms, and creating new solutions and transformational experiences. Our people share a passion for igniting change and a strong service orientation that shapes our organization and those it supports.

The Salesforce Center of Excellence (COE) Service Delivery Leader is responsible for leading delivery, innovation, advisory and support across geographies, enabling business-led transformations leveraging the Salesforce technology in a complex, global environment. This leader oversees all areas of the COE, including:

* Technology platform management including technical standards, salesforce organization auditing, service delivery, release management, and platform management


* Delivery management including demand (management pipeline), all aspects of Salesforce delivery for global applications including our Global CRM


* Salesforce licensing management to influence negotiations and to ensure licensing is properly allocated and costs recovered


* Office of the COE, including brand management, Community of Practice, marketing & communications strategy


* Recruiting and resource management for all COE staff


* Performing the role of counselor and coach; providing input and guidance into staffing and leadership support for delivery teams and staff in local offices



Work you'll do:

As part of the Global Digital Application Studios team, this professional:

Strategic

* Partners with the Account team to act as the lead advocate for the Salesforce platform to our customers


* Oversees the development and execution of the global Salesforce technology roadmap and vision


* Oversees Salesforce implementations and ensures alignment with business vision and key strategies


* Communicates the global strategy to our member firms and ensures alignment


* Drives the harmonization of technology deployment and operations globally, recognizing the need for member firm variations to support local business and local legal/regulatory requirements



Operational

* Ensures technologies are used efficiently, profitably, and securely


* Drives the deployment of our Global solutions based on Sales Force and particularly the Global CRM


* Establishes common processes and platforms; drives standards and best-practices


* Keeps abreast of industry best practices and brings relevant insights and solutions to meet the organization's strategic business needs


* Conducts benefits assessments and ROI on initiatives and innovations


* Is empowered to take actions with member firms technology leaders


* Oversees the operations for Technology Platform and License Management



Relationship Management

* Partners and works with the Account team to address the needs of our Customers


* Develops trusted and open relationships with key business and technology leaders and vendor partners at the Executive management level


* Partners with member firm technology leaders to drive adoption and service effectiveness


* Partners with key stakeholders and establishes trust through technical leadership


* Collaborates with member firms technology leaders



What you'll be part of-our Deloitte Global culture:

At Deloitte, we expect results. Incredible-tangible-results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and lead global strategies and provide programs and services that unite our network.

In Deloitte Global, everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in-with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out-with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark.

Deloitte Global supports our talented professionals in answering the question: What impact will you make?

Our purpose is to make an impact that matters, and our aspiration is to be the undisputed leader in professional services. At the root of these goals are our Shared Values, which describe the distinctive Deloitte culture. Our Values are timeless, all-encompassing and embrace the cultures in which Deloitte member firms operate. We expect all professionals to live our purpose and shared values and be the brand ambassadors holding Deloitte Global and member firms together.

Integrity

At Deloitte, everything we do starts with integrity. In our marketplace, nothing is more important than our reputation and, accordingly, we commit to conducting business with honesty, distinctive quality, and high levels of professional behavior.

Outstanding value to markets and clients

We play a critical role in helping both the capital markets and our member firm clients operate more effectively. We consider this role a privilege, and we know it requires constant vigilance and unrelenting commitment.

Commitment to each other

We are proud of our culture of borderless collegiality and work hard to support our people. We strive to create an inclusive environment that reflects our strong, clear expectations about diversity, respect, and fair treatment.

Strength from cultural diversity

Our member firm clients' business challenges are complex and benefit from the innovation and varied perspectives that our practitioners bring. We understand that working with people of different backgrounds, cultures, and thinking styles helps our people grow into better professionals and leaders.

How you'll grow:

Deloitte Global inspires leaders at every level. We believe in investing in you, helping you embrace leadership opportunities at every step of your career, and helping you identify and hone your unique strengths. We encourage you to grow by providing formal and informal development programs, coaching and mentoring, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible.

Benefits you'll receive:

Deloitte's Total Rewards program reflects our continued commitment to lead from the front in everything we do - that's why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being needs. We provide the benefits, competitive compensation, and recognition to help sustain your efforts in making an impact that matters.

To be considered for this role, there are certain qualifications you'll have to have. And others that would be really, really nice.

Education

* Bachelor's degree in computer science, management information systems, or related field


* Master's degree preferred



Work experience

* 12+ years of experience in technical project execution/leadership and/or technology consulting on large enterprise implementations (Salesforce experience required)


* 7+ years holding a management and leadership role


* 5+ years CRM experience a plus


* Prior experiences in same-level companies preferred (e.g., "Big 4" experience)


* Proven track record and experience in the following areas for a highly complex and global organization:
* Ensuring consistency of provided services to meet customer and business requirements


* Maintaining integrity, accountability, transparency and quality in governance, performance and reporting activities


* Demonstrating proficiency in IT areas of analytical thinking and innovation and a successful track record in strategy development and execution.





Certifications

* Salesforce certification(s) a plus



Skills/abilities

* Excellent written and verbal communication skills; interpersonal and collaborative skills; and the ability to communicate strategic information, policies, standards, and risk-related concepts to technical and nontechnical audiences at all levels


* Strong leadership, organizational, and negotiation skills with business and technical groups


* Ability to deliver informative, concise, and well-organized presentations


* Strong understanding of the latest technology, market and industry trends


* Ability to lead large diverse teams from various countries and cultures to define and execute IT projects and plans


* Ability to build team relationships across the organization and collaborate with business leaders


* Experience interacting, presenting, and working with C-level executives (CMO, COO, CIO, CTO etc.)


* Ability to manage a complex and collaborative vendor environment


* Ability to manage a global team in a matrix environment


* Strong knowledge of the professional services/business enabling platforms and technologies


* Experience with SDLC methodologies (Agile, SCRUM, RUP, other)


* Experience with two or more of the following Salesforce cloud applications: Sales Cloud, Service Cloud, Einstein Analytics, Platform, or Success Cloud


* Minimal travel (30%)



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers' site (jobs2.deloitte.com) or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at jobs2.deloitte.com

Requisition code: DE19USAGTS008KK1413

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