SATIC - Salesforce Lead at PricewaterhouseCoopers (PwC)

About the job

• The Salesforce Lead will lead, mature and scale the Salesforce delivery capability within SATIC as a high-performing technology practice providing transformational delivery and managed services support. The role is responsible for delivery excellence, operational performance, governance, workforce planning, utilisation, capacity management, critical skills development, and collaboration across PwC network territories and Salesforce alliance stakeholders.
• The role combines capability and delivery leadership, solution oversight, engagement mobilisation, quality management, team development, continuous improvement, and sales and solutioning support. The successful candidate will ensure Salesforce programmes, managed services and transformation engagements are delivered consistently and efficiently, while helping territories shape solutions, mobilise teams and deliver measurable outcomes across Sales Cloud, Service Cloud, Marketing Cloud, digital transformation, data, integration and platform modernisation.

Required Experience

• Approximately 10+ years’ experience in technology consulting, enterprise applications, digital transformation, customer experience, delivery centre operations or professional services.
• Significant Salesforce consulting, implementation, managed services, delivery leadership, solutioning or practice leadership experience.
• Proven track record delivering complex Salesforce or customer-transformation programmes across multi-territory or distributed delivery environments.
• Strong experience managing senior stakeholders, commercial performance, governance, delivery risk, scope, resources, quality, utilisation and multidisciplinary teams.
• Experience building and running Salesforce, CRM or enterprise applications capabilities in a delivery centre or professional services environment.
• Experience leading offshore, nearshore, remote or distributed teams delivering transformation and managed services support.
• Strong understanding of Salesforce products, partner models, implementation lifecycle, platform governance, security, data, integration, testing, DevOps, release management and adoption practices.
• Knowledge of MuleSoft, Tableau, Slack, data and analytics, AI, automation, cloud, digital channels, Agile, hybrid and product-based delivery models is advantageous.
• Strong Salesforce, CRM, cloud or customer-transformation network, with credibility to attract scarce delivery, architecture and platform skills.
• Ability to co-create Salesforce proposals, solution options and delivery models with territory pursuit and engagement teams.

Key Responsibilities

Delivery, Solution, and Transformation Leadership

• Provide executive oversight across Salesforce programmes, portfolios, managed services and AI-enabled transformation engagements, ensuring delivery against scope, quality, timeline, budget, service levels and contractual commitments.
• Establish delivery governance, including mobilisation, programme oversight, quality reviews, risk management, financial controls, executive reporting and escalation management.
• Partner with PwC territories, clients and alliance stakeholders to shape scalable Salesforce and AI-enabled transformation solutions and operating models that translate priorities into practical delivery plans.
• Provide senior review of solution architecture, estimates, delivery approaches, assumptions, dependencies, risks, release planning, testing, deployment, change management, adoption and benefits realisation.
• Drive adoption of Salesforce AI capabilities, including Agentforce, Einstein AI, predictive analytics, automation and generative AI, ensuring responsible, secure and effective use in client programmes.
• Promote Salesforce best practices, delivery standards, reusable assets, platform governance and lessons learned across engagements.
• Embed delivery centre ways of working, including standard methods, handover processes, delivery controls, documentation standards and quality checkpoints.
• Monitor and improve productivity, quality, utilisation, capacity, client feedback, delivery risks and corrective actions across engagements.
• Provide timely operational insight on utilisation, capacity, critical skills, bookings, demand pipeline, resource constraints and delivery performance.
• Drive continuous improvement across Salesforce delivery to improve quality, efficiency, consistency, reuse and scalability.
• Collaborate with global Delivery Centre leadership to align Salesforce capability with business objectives, growth priorities, talent strategies and market demand.

Client, Commercial, and Alliance Leadership

• Build trusted relationships with PwC territories, client delivery teams and Salesforce alliance stakeholders, positioning SATIC as a scalable delivery partner.
• Act as a senior delivery advisor on Salesforce strategy, transformation, value realisation, platform governance, delivery models and operating models.
• Support solution shaping, delivery planning, estimation, resource models, risk assessment and mobilisation for Salesforce pursuits and engagements.
• Manage delivery and commercial risks, scope change, contractual commitments, dependencies, stakeholder expectations and corrective actions.
• Support Salesforce alliance relationships through delivery centre credentials, thought leadership, case studies, reusable offerings, demonstrations, success stories and co-delivery opportunities.
• Build relationships with Salesforce and strategic technology partners in South Africa and across the PwC network to support proposition development, co-delivery, capability growth and market positioning.

Practice, Proposition, Team, and Governance Leadership

• Contribute to the Salesforce Practice strategy, capability roadmap, investment priorities, growth agenda and operating model.
• Identify opportunities to expand Salesforce services through Data Cloud, Agentforce, Einstein AI, automation, analytics, MuleSoft, cloud platforms, customer experience solutions and managed services.
• Lead, coach and develop Salesforce delivery, architecture, functional, technical, testing, data, integration and programme teams, building a culture of quality, collaboration and accountability.
• Support workforce planning, recruitment, succession, certification, learning, capability development, performance management and future leader development.
• Manage resource capability, capacity, utilisation and forecasting to ensure the right skills are available for territory demand and engagement needs.
• Use market presence, internal networks and Salesforce workforce relationships to attract, recruit and retain high-quality professionals for SATIC.
• Oversee learning and certification pathways to ensure Salesforce professionals maintain and grow skills required by the business.
• Ensure compliance with internal risk, independence, quality, legal, commercial, contracting, security, privacy and data-governance requirements.

Business Development and Market Growth Support

• Support Salesforce growth by helping territories respond to demand with the right capability, capacity, solution approach and delivery model.
• Provide delivery input into solution shaping, estimates, proposals, RFPs, client presentations, demonstrations and commercial discussions.
• Support opportunity qualification, pursuit planning and mobilisation by advising on feasibility, risk, resourcing, timelines, assumptions and dependencies.
• Partner with PwC territories to develop value propositions, resourcing plans, business cases and delivery approaches that demonstrate SATIC’s value, scalability, quality and cost-effectiveness.
• Provide delivery centre credentials, case studies, team profiles and success stories to support sales and market engagements.

Required Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering, Business, Commerce, Marketing, or related discipline.
• Postgraduate business, technology, or management qualifications are advantageous.

Preferred Certifications

• Salesforce Administrator, Business Analyst, or Platform App Builder.
• Salesforce Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Data Cloud, or Revenue Cloud Consultant.
• Salesforce Application Architect, System Architect, Technical Architect, or MuleSoft credentials.
• Programme management, Agile, architecture, cloud, data, delivery management or commercial management certifications.

Core Competencies

• Delivery centre leadership, people leadership, operational performance management, workforce planning, utilisation, capacity management and quality governance.
• Salesforce transformation expertise across customer, sales, service, marketing, commerce, data, integration, and platform capabilities.
• Delivery, programme, commercial, financial, risk, quality, and governance leadership.
• Solution shaping, estimation, delivery planning, mobilisation and executive-level stakeholder engagement.
• Alliance collaboration, proposition development, reusable asset development, market insight and practice growth support.
• Team leadership, coaching, talent development, collaboration, negotiation, influencing, analytical thinking, decision-making, and clear executive communication.