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Enterprise Technology & InfrastructureJob Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Senior Director, IT Service ManagementBusiness Technology connects people and technology to transform the future of work at Salesforce. Guided by our core values of Trust, Customer Success, Equality, Innovation, and Sustainability, we deliver business outcomes that fuel growth, drive competitive advantage, and empower our employees and customers globally. BT’s scope stretches beyond traditional IT: We are also strategic partners, advocating for the best outcomes for our customers, always innovating, and helping to shape the future of work.
We oversee technology strategy, Salesforce on Salesforce, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. We are Customer Zero, the best example of Salesforce products delivered globally, at scale, and sustainably.
The Salesforce Business Technology (BT) Technology Services team is looking for a Senior Director of IT Service Management (ITSM) to drive our service management practices at scale. The leader will manage, and provide thought leadership for, our ITIL processes including change, release, incident, problem, service catalog, BCP/DR and CMDB with a focus on seamless engagement while minimizing risk to the enterprise operating environment.
This role will lead a distributed team of leaders, engineers, developers, product managers, data analysts, release managers, change managers, problem managers and program managers with concerted focus on nurturing our Ohana culture. The ideal candidate will have demonstrated success in building and leading technical, product, and process teams, and in defining, implementing, and influencing strategy and operational excellence. Providing guidance through their career progressions, this people and delivery leadership role is also responsible for effective executive customer engagement.
Your Impact:
The ideal candidate is a seasoned leader with a track record of building and leading global technology teams in a multi-billion dollar enterprise software company, preferably in the cloud. The successful candidate is highly strategic and yet attunes to critical details. The individual will have a high sense of urgency, executive presence, and an outstanding history of partnering with Product, Engineering and Infrastructure teams to deliver a world class IT Service Management experience.
Responsibilities:
Lead the global product, engineering and operations teams responsible for solution delivery of our Asset Management, Service Desk, and Service Management technologies focused on Salesforce enterprise systems (including Salesforce on Salesforce)
Develop and maintain the CIO org ITSM roadmap, including CMDB, and long range plan aligning with architecture and industry best practices
Hire, develop and retain the best talent in the industry
Invest in the success of every member of the team, providing opportunities for personal development and career growth
Focus on Stakeholders success
Lead our Data & Analytics team to enable data driven insights and decisions supporting all of our major functions, improving our data governance and maturity.
Lead our Service Management team responsible for Problem Management, Resiliency/Disaster Recovery, Configuration Management, and our Service Catalog.
Lead our IT Change & Release management functions responsible for reducing risk, improving efficiency, and driving consistency in our process.
Collaborate with vendors and industry consultants to continuously learn and identify opportunities to advance our strategy and operating model for supporting our business partners.
Look for opportunities to optimize processes and frameworks that are followed for delivering solutions in an effort to increase productivity and reduce time to production.
Develop and maintain in-depth knowledge to of Salesforce's business, products, and application portfolio
Lead decision-making and collaboration across a broad network of stakeholders and operational teams.
Maintain and lead awareness of industry best practices and relevant technologies.
Embody the values of Trust, Customer Success, Innovation, and Equality
Required Skills/Experience:
12 - 15 years of professional experience in solution delivery
Experience with IT Service Management and ITIL capabilities at an enterprise level scale
Comfortable working in a Global Operating Model with global teams
Excellent interpersonal and relationship building skills with the ability to represent this critical function to executive leadership, customers and other key stakeholders
Adapts to, and thrives in, periods of uncertainty and change, leading with transparency to build trust with internal and external partners
Ability to juggle multiple priorities while staying calm and bringing the right focus
Exemplifies Salesforce Aloha spirit demonstrating key traits such as trust, integrity, character, and compassion
Travel less than 10%.
Desired Skills/Experience:
Experienced in leading teams that develop and operate in the Salesforce Platform
Proficiency in spectrum of delivery methods (Agile > Kanban > hybrid > waterfall)
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WHO WE ARE: We’re Salesforce, the Customer Company, inspiring the future of business with AI+Data+CRM. Leading with our core values, we help... Read more