Tech Mahindra - Salesforce Service Cloud Project Lead

Job Summary : We are seeking an experienced Salesforce Service Cloud Project Lead. The candidate will lead end-to-end Salesforce transformation initiatives, manage global stakeholder relationships, drive project delivery, and provide functional and technical leadership across Service Cloud implementations. The ideal candidate must possess deep knowledge of customer service operations and Salesforce best practices. Project Leadership & Delivery : - Lead end-to-end Salesforce Service Cloud for Banking and Payments clients. - Manage project scope, timelines, budgets, risks, dependencies, and stakeholder communications. - Drive Agile delivery, sprint planning, backlog grooming, and release management. - Ensure successful deployment and adoption of Salesforce solutions. Functional & Solution Leadership : - Conduct workshops, requirement gathering, and business process analysis. - Design scalable Service Cloud solutions aligned to payment industry requirements. - Translate business requirements into functional specifications and user stories. - Collaborate with architects, developers, QA, and business teams. Stakeholder Management : - Engage with business stakeholders, product owners, and leadership teams. - Present solution roadmaps, project status, risks, and mitigation plans. - Manage client expectations and ensure customer satisfaction. Governance & Team Management : - Lead distributed Salesforce teams across functional and technical workstreams. - Mentor Business Analysts, Developers, and Administrators. - Ensure adherence to Salesforce governance, security, and compliance standards. Required Skills : Salesforce : - Salesforce Service Cloud, Case Management, Knowledge Management, Service Console, Entitlements & Milestones, Experience Cloud, Salesforce Flows, Salesforce Reports & Dashboards, Salesforce Release updates, Strong hands on Apex, LWC and Integration, Omni Channel, Salesforce Einstein Capabilities for Service Cloud and Agentforce, Exposure to Flosum or Copado, Exposure to Code Quality Tools like Apex PMD and Checkmarks Project Management : - Agile/Scrum Methodologies, Jira & Confluence, Resource Planning, Stakeholder Management, Risk & Dependency Management, Executive Reporting Qualifications : - Bachelor's degree in Engineering, Computer Science, Business, or related field. - Salesforce Certifications preferred : Salesforce Administrator, Service Cloud Consultant Preferred Experience : - Experience leading large-scale Salesforce transformation programs. - Exposure to Salesforce secure integration architecture and best practices.