Service Delivery Lead – Salesforce (Public Sector)

Job Description

We are seeking an experienced Service Delivery Lead to participate in the management of continuous services for a large-scale Salesforce implementation within the Finnish public sector. The role focuses on ensuring stable, compliant, and value-driven service delivery post go-live. You will act as the main client contact and support alignment of services with business objectives, stakeholder needs, and public sector requirements, working closely with distributed delivery teams.

As part of an international team, you will contribute to the Kela Eepos project. Kela Eepos is, without exaggeration, Finland’s most impactful strategic development program, affecting society at large. As a key part of this development initiative, Kela is renewing its benefit processing information systems to meet customer requirements in the digital operating environments of the 2030s. Over the next ten years, interactions between customers, partners, and Kela will become significantly easier through automation, and in some cases, the need for interaction may even disappear entirely.

Key Responsibilities

• Act as the main client contact, managing expectations and maintaining strong relationships. Align Salesforce services with client goals while coordinating internal teams, external providers, and delivery centers for smooth service delivery.
• Support end-to-end service management ensuring compliance with SLAs, KPIs, budgets, and contractual commitments. Identify risks and ensure adherence to regulations, data protection, and governance requirements.
• Drive continuous improvement through service reviews, process enhancements, innovation, and support transition from project delivery to stable ongoing operations.

Required Qualifications & Experience

• Experience in Service Delivery or Service Management within large IT environments, preferably working with Salesforce-based solutions and continuous managed services.
• Knowledge of IT service frameworks (e.g., ITIL) and experience with public sector clients, ideally in Finland or the Nordics. Skilled in collaborating with nearshore/offshore teams, managing complex, multi-party environments.
• Fluent in Finnish and English with strong stakeholder communication skills.

Preferred

• Salesforce certifications, experience in large digital transformation or CRM projects, knowledge of public procurement and contract governance, and familiarity with agile or hybrid delivery models.

Why PwC?

• At PwC, we offer a welcoming, positive, and inclusive environment where everyone feels at home. When you join us, you'll be paired with a buddy to help you settle in, and you'll meet fellow new joiners at our induction day. We have a variety of clubs to enjoy with colleagues, from museum visits and wine tastings to board game nights and CrossFit sessions. And don't miss our festive gatherings in December and summer, featuring performances by top artists.
• Balancing work and life is key. At PwC, you have the freedom to shape your workday in a way that suits you best. While client work provides structure, our flexible and hybrid work models help you balance professional and personal commitments. We're committed to supporting you through life's changes, whether you're stepping into a new role or returning from parental leave.
• Your growth is our priority. We discuss career progression and salary reviews annually, ensuring you have opportunities to advance. Joining us means you have the opportunity to earn an annual bonus based on your performance
• We care about your well-being. Our benefits include a mobile phone and wireless headphones, meal allowances, a €300 fitness, culture, and commuting benefit, childcare services, extensive health care, and more. If there's a benefit you think is missing, let us know—your input matters!

Diverse, Equal, and Inclusive Recruitment
All our recruitment decisions are made without discrimination, regardless of factors such as age, gender, nationality, health status, disability, religion, sexual orientation, or marital status. We strive to ensure that everyone feels included and valued for who they are.