Posted 21 August, 2026
Salesforce Service Cloud Lead
London, United Kingdom
Full Time
Salesforce Service Cloud Lead
Location: United Kingdom - London or Manchester
Career Level: Senior Manager
Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of the Salesforce Business Group, you'll support a portfolio of clients spanning across all key industries. Helping leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology. Grow alongside our global network of talent and help drive impactful change for some of the world's most mission-driven institutions.
About the Accenture Salesforce Business Group
Accenture has established a global commitment to Salesforce called the Salesforce Business Group (SFBG); a focused executive-level effort between Salesforce and Accenture to turbo-charge our joint business and deliver outstanding customer experiences for our clients.
The Accenture Salesforce Business Group exists to help our clients create the best customer and employee experiences on the planet. We do this through leveraging deep expertise across sales, service, marketing and operations transformation. With extensive knowledge of Salesforce's industry-leading capabilities, we help clients modernise how they engage customers, empower employees, and drive operational excellence.
You will join a team that combines the energy of a start-up with the scale and reach of one of the world's largest Salesforce practices. Working alongside industry experts, Salesforce product specialists, and senior business leaders, you will help shape the future of customer service transformation for some of the world's most recognised organisations.
As a Salesforce Service Cloud Lead you will:
Location: United Kingdom - London or Manchester
Career Level: Senior Manager
Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of the Salesforce Business Group, you'll support a portfolio of clients spanning across all key industries. Helping leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology. Grow alongside our global network of talent and help drive impactful change for some of the world's most mission-driven institutions.
About the Accenture Salesforce Business Group
Accenture has established a global commitment to Salesforce called the Salesforce Business Group (SFBG); a focused executive-level effort between Salesforce and Accenture to turbo-charge our joint business and deliver outstanding customer experiences for our clients.
The Accenture Salesforce Business Group exists to help our clients create the best customer and employee experiences on the planet. We do this through leveraging deep expertise across sales, service, marketing and operations transformation. With extensive knowledge of Salesforce's industry-leading capabilities, we help clients modernise how they engage customers, empower employees, and drive operational excellence.
You will join a team that combines the energy of a start-up with the scale and reach of one of the world's largest Salesforce practices. Working alongside industry experts, Salesforce product specialists, and senior business leaders, you will help shape the future of customer service transformation for some of the world's most recognised organisations.
As a Salesforce Service Cloud Lead you will:
- Serve as the Salesforce Business Group's lead subject matter expert for Customer Service, providing strategic leadership across business, technology and operating model transformation.
- Own and develop the overall Service capability within the UK Salesforce Business Group, helping define our go-to-market strategy, offerings, thought leadership and growth agenda.
- Act as a trusted advisor to senior client stakeholders, including CIOs, Chief Customer Officers, Chief Digital Officers, Heads of Customer Operations and Contact Centre leaders.
- Lead large-scale Service Cloud and Agentforce transformation programmes, from vision and strategy through to solution design and delivery.
- Shape and drive customer service modernisation initiatives focused on omnichannel engagement, contact centre transformation, workforce productivity, customer self-service and AI-powered service operations.
- Help clients understand and adopt the next generation of customer service capabilities enabled by Agentforce, Generative AI and autonomous agents, balancing business value, governance and operational impact.
- Lead pre-sales activities, including opportunity shaping, executive presentations, solution strategy, commercial estimation and proposal development.
- Define Service Cloud target architectures, operating models and transformation roadmaps aligned to business objectives.
- Partner closely with Salesforce and Accenture leadership to build market presence and strengthen our position as a leading Customer Service transformation practice.
- Coach, mentor and develop Service Cloud consultants, architects and delivery teams across the Salesforce Business Group.
