Specialist Director, Salesforce Platform Support Lead

About the role

The KPMG Advisory practice is dedicated to transforming businesses through innovative solutions. This role is part of the Managed Services practice, focusing on ensuring the robustness and efficiency of Salesforce platforms.

Responsibilities

• 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

Requirements

• 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, executive communication, and the ability to operate in complex, high-pressure environments

Qualifications

• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)