Salesforce Functional Lead — Service Cloud (UK – London or Manchester)
Slalom is a global, human‑centric business and technology consulting firm and a Platinum Salesforce partner. We help organisations transform the way they connect with their customers by leveraging the full Salesforce platform, especially Service Cloud.
What You’ll Do
- Own the functional solution for Salesforce initiatives with a strong focus on Service Cloud and customer service transformation programmes.
- Lead the team through all stages of project delivery: initiation, solution definition, functional design, configuration oversight, implementation, and handover.
- Translate complex business requirements into actionable Salesforce solutions that target business outcomes, leveraging Service Cloud and the broader Salesforce platform.
- Guide multi‑disciplinary teams—including business analysts, configurators, developers, and UX designers—to ensure cohesive and scalable solution delivery.
- Drive and support Agile delivery processes: planning, backlog grooming, stand‑ups, retrospectives, and sprint demos.
- Collaborate with Slalom and client Quality Assurance teams to define and execute QA and UAT plans, verify sprint releases, and support defect triage.
- Provide thought leadership across customer service operations, case management, omni‑channel, knowledge management, automation, and service process optimisation.
Qualifications
- Demonstrated experience as a Functional Lead, Delivery Lead, Program Lead, or similar role within Salesforce project environments.
- Strong hands‑on experience with Salesforce Service Cloud, including omni‑channel routing, case management, service processes, knowledge, entitlements, and customer service best practices.
- Ability to act as a liaison between business and technical stakeholders, ensuring solutions align with strategic, operational, and user needs.
- Skilled in defining and documenting business and functional requirements for iterative system improvement.
- Experience leading multi‑disciplinary teams across the full lifecycle of Salesforce functional delivery.
- Strong familiarity with Agile methodologies and leading Agile ceremonies.
- Experience with process mapping, BRDs, system diagrams, user stories, test plans, and user experience considerations.
- Understanding of multi‑cloud Salesforce capabilities (Sales Cloud, Service Cloud, Experience Cloud, AppExchange solutions).
- Experience supporting or leading pre‑sales solutioning is a plus.
Rewards
We believe in fair, competitive, and rewarding compensation and benefits, with a dedicated team ensuring our offerings remain innovative and reflective of the outstanding work our people do.
Salesforce Functional Lead in Manchester employer: Slalom
As a leading employer in the consulting sector, we pride ourselves on fostering a dynamic work culture that encourages innovation and collaboration. Our UK&I Business Strategy team offers exceptional growth opportunities through diverse projects that challenge your strategic thinking and analytical skills, while our commitment to employee development ensures you are equipped to navigate the evolving landscape of business and technology. Join us to make a meaningful impact and thrive in an environment that values your contributions and supports your career aspirations.
