Engagement Delivery Senior Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. We are seeking an innovative and experienced Engagement Delivery Senior Manager (Senior Project Manager) for our Professional Services team to lead complex, enterprise-scale customer transformations and help shape the next generation of delivery in the Agentic Era. Engagement Delivery Managers are accountable for the successful delivery of our most complex and strategic programs, overseeing our teams to drive successful customer outcomes with our implementations. They actively participate on the project, scoping, contracts review, knowledge transfer, and budget management As Agentic AI fundamentally reshapes how technology is implemented, this role will also help evolve our delivery models, combining human expertise and AI capabilities to drive greater speed, quality and customer value.

Own the engagement end-to-end, providing leadership, direction and accountability across complex, multidisciplinary project teams. Be the primary customer interface and trusted advisor to senior business and technology executives, ensuring strong governance, communication and alignment throughout the engagement. Lead complex enterprise programs, owning project plans, timelines, dependencies, risks, resources and budgets to ensure successful delivery. Lead increasingly hybrid delivery models (humans + AI agents), applying our evolving agentic delivery approach to effectively orchestrate human and agent capabilities while maintaining clear accountability, quality and governance. Apply Agentic AI to improve delivery efficiency and challenge traditional assumptions around staffing, effort and delivery velocity, while maintaining strong execution discipline and customer outcomes. Operationalize and continuously improve AI-enabled delivery practices and metrics, measuring execution, productivity, quality, speed and customer value across engagements. Drive teams through the software engineering lifecycle using Agile methodologies and embed AI-enabled practices across areas such as estimation, documentation, testing and risk management. Anticipate and remove obstacles, manage complex cross-functional dependencies and proactively address risks before they impact customer outcomes. Own project financial performance, including resource allocation, utilization, budget, margin and forecast. Lead end-to-end implementation planning, including requirements, risk & issue management, testing, business readiness, cutover and deployment Partner with account teams to identify opportunities to extend the Salesforce footprint and unlock additional customer value.

Proven experience in Project / Program / Delivery Management, with direct accountability for complex external customer engagements, including leading project teams of 20+ members and managing significant budgets and schedules. Demonstrated ability to lead enterprise-wide engagements, mentor senior team members and engage effectively with senior business and technology executives. Demonstrated ability to navigate ambiguity, proactively manage complex project risks and lead difficult conversations with senior stakeholders. Demonstrated ability to balance