About this role
About the Role Join KPMG Advisory's Managed Services practice as a Specialist Director, Salesforce Platform Support Lead. You will own platform health, incident management, backlog governance, and release management across the Salesforce environment, while leading multi-team Agile delivery and delivering transparent stakeholder reporting. What You'll Do
- Own overall platform health, performance, and stability, enforcing governance across intake, SLAs/KPIs, separation of run (Incidents/RITMs) and change (enhancements/projects), and coordination of integration and cross-system platform dependencies to ensure rapid issue resolution
- Lead end-to-end management of incidents and service requests, including triage, prioritization, escalation, SLA adherence, and root cause analysis to reduce repeat issues and improve user experience
- Govern the enhancement backlog through structured demand intake, prioritization, and execution, maintaining visibility into backlog health, throughput, and alignment to business value
- Drive multi-team Agile delivery by coordinating Scrum Masters, managing dependencies, and aligning backlog execution with ongoing project initiatives
- Oversee Salesforce seasonal releases, including impact assessment, sandbox validation, regression testing, and controlled go-live governance
- Serve as the primary stakeholder interface, delivering transparent reporting and driving continuous improvement through automation, operational efficiency, and a rolling improvement backlog
- Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment What We're Looking For
- Minimum eight years of recent experience in Salesforce platform delivery, including AMS/production support leadership with SLA accountability
- Bachelor's degree from an accredited college or university is required
- Deep expertise in Salesforce (Sales Cloud required) with strong knowledge of Apex, Flows, Lightning architecture, and integration patterns (MuleSoft preferred)
- Proven experience in ITIL-aligned service management, backlog governance, and KPI reporting within structured L1/L2/L3 models
- Demonstrated leadership in multi-team Agile delivery with strong stakeholder management Nice to Have
- MuleSoft integration experience is preferred