Salesforce Service Lead

About the role

Yara International is seeking a passionate leader to head the Salesforce support and small‑enhancements cell for the Americas. The role blends people leadership, service delivery, agile practices and Salesforce evolution while collaborating across Brazil, LATAM, North America and global teams.

Key responsibilities

• Lead delivery and people management of Salesforce support, ensuring SLA compliance and platform governance across all Salesforce clouds, with a focus on Sales Cloud.
• Drive end‑to‑end service delivery, quality, stability and alignment with business priorities.
• Provide technical guidance on solution design, standards and platform evolution.
• Implement agile Scrum/Kanban processes, manage backlog, sprint planning and continuous delivery.
• Oversee incident, problem and change management, KPI tracking and continuous improvement.
• Manage demand intake, capacity planning and third‑party vendor performance.

Required profile

• Bachelor’s degree in Computer Science, Engineering, Business Administration or related field.
• Fluent English; Spanish and Portuguese are a plus.
• Proven experience in delivery/service leadership, preferably in support or platform environments.
• Strong knowledge of Salesforce clouds (Sales, Service, Marketing, Experience, Commerce, Data Cloud, CRM Analytics) with emphasis on Sales Cloud.
• Solid understanding of ITIL practices and agile delivery methods.

Required skills

• Salesforce (Administration, Sales/Service Cloud, Revenue Cloud, Data Cloud)
• ITIL service‑management processes
• Agile frameworks (Scrum, Kanban)
• DevOps, CI/CD pipelines, automation
• Stakeholder management across multiple regions