Job Description Current work authorization for Canada is required for all openings. You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway. Who We Are At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years.
We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day.
You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally. How You’ll Make an Impact The Manager, Salesforce (Sales Cloud & Service Cloud) is accountable for the end-to-end leadership of the organization’s Salesforce Sales and Service platform, ensuring the application is stable, well-governed, and continuously improved to support sales effectiveness, client service excellence, seamless marketing integration and regulatory expectations in a financial services environment.This role manages a cross-functional delivery and support capability (employees and/or vendors), owns technical intake and prioritization, oversees delivery execution, ensures strong service management and operational discipline for the Salesforce development team.
Acts as an application gatekeeper for platform change and cross-system integration touchpoints. Platform Strategy, Roadmap & Business Alignment Establish and execute an annual roadmap for Salesforce Sales and Service capabilities aligned to business plans (sales growth, service standards, client experience, advisor enablement). Provide updates senior stakeholders Delivery Oversight (Intake → Prioritization → Execution) Own intake, prioritization, and delivery oversight for enhancements, projects, and operational requests across Sales and Service Cloud.
Ensure delivery is predictable, well-governed, and aligned to agreed business outcomes and success criteria. Ensure developers assigned to scrum team have the support they require to support the application during their support schedules Service Reliability, Support Leadership & Release Discipline Ensure stable day-to-day operations of the Salesforce platforms and night time batch cycles, including leadership of incident escalation, production readiness, and controlled releases.
Ensure service disruptions are managed with discipline and that recurring issues are prevented through strong problem management and release/change practices Governance, Risk & Compliance Alignment (Financial Services Controls) Act as the platform “gatekeeper” to ensure platform changes and usage follow enterprise standards and financial-services controls (e.g., access governance, audit readiness, documentation discipline, and appropriate approvals) Stakeholder Management, Adoption & Enablement Partner with Sales leadership for advisor sales & institutional, Client Service leaders, Marketing leaders, Operations, and other stakeholders to translate business needs into an achievable delivery plan.
Drive adoption through communication, training coordination, and change management so the platform delivers measurable business value People Leadership, Capacity Planning, Vendor & Financial Stewardship Manage a team (employees/contractors) and/or vendor partners supporting Sales and Service Cloud delivery and operations. Own workforce planning, coaching and mentoring, and performance management cycles; ensure t