Title:  Salesforce Functional Delivery Manager (Demand & Practice Lead)

Summary:

Lead the Discover & Shape pillar for Salesforce demand shaping and functional delivery readiness. The Practices Manager partners with business stakeholders to define value, scope and requirements, governs ways of working and quality standards, and ensures adoption and change effectiveness across initiatives.

Responsibilities:

• Lead demand shaping: intake, clarification, prioritisation inputs, and value/scope definition with business stakeholders.
• Drive business requirement definition and user story documentation; ensure clear acceptance criteria and process alignment.
• Govern functional approach and delivery readiness, including UAT strategy, release readiness and change impact assessment.
• Establish and enforce ways of working, quality standards, and documentation templates across Practice resources.
• Ensure business alignment, stakeholder communication, and change adoption planning for each initiative.
• Own delivery health from a functional perspective across initiatives and continuous improvement (cycle time, quality, rework reduction).
• Collaborate with Technical and Support teams to ensure solutions are feasible, supportable, and well-handled over to operations.
• Maintain a functional knowledge base, training materials and process documentation to enable scalable adoption.

Team Leadership & Management Responsibilities:

• Manage and mentor Practices Specialists; set priorities, ensure consistent quality, and coach on analysis and facilitation skills.
• Coordinate capacity and coverage across DKSH Business Units.
• Promote a customer-centric, data-driven and continuous improvement culture within the Practices community.

Functional Skills and Knowledge:

• Strong expertise in Salesforce functional capabilities and process design; ability to translate business needs into implementable solutions.
• Experience governing UAT strategy, quality standards and Agile delivery ways of working.
• Strong stakeholder management, facilitation and communication skills across business and IT.
• Understanding of platform guardrails, supportability considerations and cross-system dependencies.

Job Requirement:

• Bachelor’s degree in Business, Information Systems, Computing or related field.
• 7+ years of experience in Salesforce functional delivery, business analysis, or product/practices leadership.
• Experience leading teams and driving cross-BU demand shaping and adoption initiatives.
  Salesforce certifications preferred (e.g., Advanced Administrator, Sales/Service/CPQ Consultant or relevant specialist certs).