Engagement Delivery Senior Manager - LSC

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Job Category
Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Engagement Delivery Senior Manager role is part of Salesforce Professional Services in Iberia, a team of delivery professionals working directly with Spain and Portugal's enterprise customers. You'll join a practice navigating one of the most demanding moments in its history: the shift to Agentforce and Life Sciences Cloud delivery at enterprise scale, in regulated industries.

As an Engagement Delivery Senior Manager specialised in Life Sciences, you own the successful end-to-end delivery of our most complex pharma, biotech and medtech programs. You will be accountable for scope, timeline, financials, quality and customer satisfaction across programs built on Salesforce Life Sciences Cloud, Health Cloud, Data Cloud and Agentforce, and you will lead programs that coexist with, integrate with or migrate from Veeva Systems. You'll be a trusted delivery partner for CIO/CTO-level and IT leadership stakeholders, working hand-in-hand with the delivery team, who owns the technical directio, while you own the engagement, and you'll raise the bar for the Iberia delivery community.

What You'll Actually Be Doing:

Lead & Deliver

• Own the end-to-end delivery of large, multi-cloud, multi-workstream Life Sciences programs, from discovery through go-live and hypercare
• Serve as the overall leader of the project team, form the team, establish strong communication channels, and give clarity, motivation and direction throughout the engagement
• Build and lead project plans; supervise progress and timelines, adjust schedules and plans as needed, and ensure on-time, on-budget delivery
• Lead Veeva-to-Salesforce coexistence, migration and replacement programs, coordinating data migration, cutover and parallel-run strategies in partnership with the delivery team
• Perform project management activities that ensure adherence to Salesforce methodology, project gates and governance (steering committees, status reporting, decision logs)
• Anticipate and remove obstacles that slow down or prevent teams from delivering on project goals; act as the primary escalation point for delivery issues

• Own engagement financials: revenue recognition, margin, forecasting, utilisation and resourcing across your portfolio
• Supervise utilization of project resources in alignment with resource allocation and budget, including timely entry and approvals of project timesheets
• Manage scope and change control rigorously; identify, negotiate and land change requests to protect margin and outcomes
• Partner with Sales and pre-sales on shaping, estimating, staffing and de-risking Life Sciences opportunities and SOWs
• Work as an extension of the account team to extend the Salesforce footprint

• Identify, quantify and mitigate delivery risk early; maintain risk, issue and dependency management across the program
• Participate in end-to-end implementation planning, including risk and issue management, communication and business organizational change
• Ensure delivery meets the regulatory and compliance expectations of the industry (GxP, CSV/validation, 21 CFR Part 11, GDPR, Sunshine Act / transparency regulations, consent and data privacy), coordinating validation and quality activities within the project plan
• Govern quality gates, cutover readiness and go-live criteria in partnership with the delivery team
• Facilitate User Acceptance Testing with business end users, including coordination and user acceptance sign-off

• Be the trusted delivery advisor of customer IT and business leadership, translating business strategy and regulatory constraints into a pragmatic, deliverable roadmap
• Facilitate requirements gathering and assist with crafting project deliverables and Salesforce documentation as needed
• Build and sustain senior customer relationships; manage expectations and satisfaction (CSAT) throughout the engagement
• Produce and own the key delivery artefacts: statement of work, delivery plan, governance model, RAID log, status reporting, and go-live / cutover plans
• Represent Salesforce Professional Services in executive conversations, steering committees and customer events

• Mentor and coach Engagement Managers and Delivery Leads, building the next generation of delivery leaders in the practice
• Build and share Life Sciences and Veeva-related delivery assets, accelerators, playbooks and lessons learned across Iberia and EMEA
• Drive delivery excellence and champion adoption of AI tooling in delivery
• Maintain and grow certifications aligned with the practice (project management, Life Sciences, Agentforce, Data Cloud)
• Lead delivery community sessions, internal reviews and knowledge-sharing initiatives

• 7+ years of professional services, consulting, or program/project management experience, with 3+ years managing complex technology implementations (Salesforce platform experience strongly preferred)
• Proven track record owning end-to-end delivery and financials of enterprise programs (scope, timeline, margin, quality, CSAT), including external client projects with a focus on software development, CRM and SaaS environments
• Proven experience in Life Sciences (pharma, biotech, medtech) delivering with Salesforce Life Sciences Cloud / Health Cloud and/or Veeva Systems (CRM, Vault, Network), including coexistence or migration scenarios
• Solid understanding of Life Sciences commercial and medical processes: HCP/HCO engagement, call planning, omnichannel, samples, consent management, MLR/approved content, field force operations
• Working knowledge of industry regulation and compliance: GxP, computer system validation, 21 CFR Part 11, GDPR, transparency and aggregate-spend reporting
• Ability to balance business and technical requirements to produce a project plan, and to lead enterprise-wide engagements, facilitating meetings with client executives and proactively managing project risks, dependencies and estimates
• Demonstrated project management skills, with direct responsibility for leading project teams of 10+ members and managing budgets and schedules
• Demonstrated ability to have difficult conversations, with a proven track record of delivering high-quality results on time and within budget
• Experience managing and maintaining clear communication with remote consultants, with outstanding interpersonal, verbal and written communication skills
• Practical, daily use of AI tools (Agentforce-style assistants, ChatGPT/Claude) for planning, reporting and productivity
• Fluent in Spanish and English (Portuguese is a plus for our Iberia coverage)
• Availability to travel regionally, and occasionally internationally, depending on customer needs

• Project management methodology certification such as PMP, SAFe or Scrum
• Experience leading one or more Veeva-to-Salesforce migration programs as engagement / delivery owner
• Hands-on delivery of Agentforce or Data Cloud use cases in Life Sciences (e.g. HCP assistants, medical inquiry, field rep copilots)
• Veeva knowledge or certifications, or in-depth Veeva Vault / Veeva CRM program experience
• Experience with validated environments and formal quality systems in pharma
• Experience providing senior-level consulting and counsel to client business and technology executives as a trusted advisor
• Pre-sales skills and enterprise change management experience
• Experience with enterprise-scale integration solutions and cloud technology, or equivalent
• Experience implementing enterprise-scale CRM software across Sales, Service, Marketing and Commerce
• Experience managing distributed / offshore delivery and partner ecosystems
• Curiosity about LLM-augmented delivery and AI tooling in regulated settings
• Portuguese language skills and experience with customers across Spain and Portugal