Aquiva - Salesforce Service Delivery Manager

  • Buenos Aires, Argentina
  • Aquiva Engineering
  • Full-Time
  • Remote
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Job Description:

Location: Argentina, Uruguay, or Colombia — fully remote

Team: Aquiva Engineering

Type: Full-time

English: C1 — you are the client's single point of contact

About the role

You will own the end-to-end support operation for a Salesforce managed-services account, with a support team reporting to you from day one.

That means owning the process, not just the queue: work delivered professionally, a client who always knows where things stand, and a support system that gets smarter over time instead of just staying afloat. It is a leadership role, and you will still step into execution when the team needs it.

What you'll do

  • Own the queue and the SLAs. Triage by complexity and priority, catch what is at risk of breaching, and coordinate to resolve it.

  • Be the quality gate. Every client-facing message goes out technically sound and professional.

  • Govern scope and billing. Nothing starts without being scoped, estimated, and approved. Report hours worked against hours approved, so the client gets no surprises.

  • Be the single point of contact. Priorities, status, risks, and a weekly queue-health report.

  • Build the team and the knowledge base. Lead and mentor the L1/L2 bench, hand execution over to them, and attack root causes instead of symptoms.

Must-have

  • 3+ years in Salesforce delivery, support, or administration, owning a client relationship.

  • Salesforce knowledge on the configuration side: objects, automation, permissions, data model, releases. Not a developer, but able to scope work and challenge an estimate.

  • Hands-on experience with a ticketing platform and SLA management.

  • Demonstrated process ownership. You have written the process, not just followed it.

  • Excellent written English and the confidence to be the client's single point of contact.

Nice to have

  • Salesforce certifications: Administrator, Advanced Administrator, Platform App Builder, Business Analyst

  • Consultancy or managed-services experience, including billable scope and utilization governance

  • Experience leading a small delivery team

  • Release management in a managed-package or multi-org context

Benefits

  • Co-working spaces and offices for collaboration

  • Team activities

  • Flexible PTO policy

  • Healthcare

  • Paid sick leaves, parental leaves, and volunteer days